5 Pillars in Customer Service Quality

Everyone expects quality in customer support. Bad service has a price! According to a survey by Forum Corporation, 30% of customers have already abandoned a brand to choose a better or cheaper product, while 70% of respondents have left the brand because they received bad customer service: 21% for not getting contact and attention, and another 49% because when they got the service, its quality left to be desired.

We know the importance of quality customer support to build loyalty and reliability, so we brought here the 5 pillars that make a great service.

1 – Empathy

Putting yourself in the customer’s shoes is key! Nobody likes to talk to someone who is not focused on solving their problem. So listen carefully to the points of improvement mentioned by the customer, be sincere, and make it clear what actions will be taken to solve their issues.

Put the customer at ease, and listen to him calmly, without interrupting them. Create a friendly relationship and try not to be robotic, so you transmit a sense of comfort and security. Regardless of whether the customer is right or wrong, try to make them as comfortable as possible, showing them that the problem will be solved.

If your client feels calm and confident, he will be more satisfied with the service provided and will be able to evaluate it as a great service. Here at Neomind, at the end of every service, the client receives a feedback e-mail so we can evaluate his or her satisfaction among four categories: great, good, bad, and terrible.

2 – Time Management

In an increasingly fast-paced world, people want an optimized service that resolves their issues quickly and effectively, but remember that your customer’s time is precious. To serve quickly is not the same thing as serving without quality. For this to happen there needs to be good time management within the company.

Do not ignore calls and e-mails from clients. Always try to answer and support the customer in a fast and agile way; the faster the service, the more they will be satisfied with your company.

At Neomind, we strive to always meet the deadline based on the SLA agreed upon with the client. To do this, we use the Allocation and Deadline system:

Allocation is an internal date that is set before the deadline for the analyst to start the service and make the first contact with the customer to better understand the problem requested in a call. The allocation date helps us not to exceed the SLA estimated deadline.

The deadline is the maximum time limit for the resolution of the problem as it was opened in a call made by the client itself. It is calculated through the contracted SLA. The calls are classified into four criticalities (critical, high, medium, and low).

The SLA (Service Level Agreement), that is, the IT services that are guaranteed according to agreements made with the client. This is where it is possible to have an idea of the consequences if the terms agreed upon at the closing of the contract between the client and company are not met.

3 – Commitment to the customer

Make the customer feel secure and show that you understand the product. To start solving problems you need to know your product so you can offer the most adequate and effective resolution.

Before starting the activities, the analyst and customer support teams need to have training about the solution and be prepared for all the possible questions that the customer has, and be able to answer them with total confidence.

When closing a partnership with a company, the customer expects that this relationship will meet all the demands agreed upon when signing the contract.

All Neomind’s analysts are trained before they start working with customer calls, with a series of explanatory videos on how our standard product, Fusion Platform, works.

Some exercises are also performed in local environments to simulate possible problems that have already occurred in production or potential issues that may occur.

In addition, we have a customer help center, where you can find frequently asked questions, training, help videos, and a blog.

4 – Organization in support management

Due to rapid growth, some companies end up not giving the necessary attention to smaller customers, in order to dedicate themselves to those with greater potential. This leads to these smaller clients’ dissatisfaction.

As a consequence of this frustration, there is the cancellation of the partnership made. In order for this not to happen, customer service must have a well-defined and structured process, which allows for managing the relationship with customers in an organized way.

We use the Fusion Platform, where we perform the triage of each call, besides the control of deadlines and functions of each activity.

5 – Extra mile

The Extra mile is to make an effort, to go beyond what the customer expects, to give the maximum service. This encompasses all the other topics presented together. It is where you make a difference in customer service, doing something not expected by the customer, and generating an unforgettable experience.

For example, attending before the deadline, solving the problem, and passing some extra material to help him/her even more, or if it is not possible to attend to something that the client wants, show other possibilities.

Being served with education and attention is what every customer expects. But to achieve excellence in service, you need to do it in a personalized, relaxed, and humanized way, never run away from solving a problem, and of course, actually solving it.

Today, in a competitive market, having a standout service, even if it seems simple, can make all the difference to the customer.

This way the “relationship” between the company/attendant and the client will be longer lasting, and with great possibilities for the client to advertise it when someone asks for a recommendation, increasing credibility in the business market.

Conclusion

Certainly the quality of customer service in your company is more than essential to maintain a commitment to your customer. For this, it is essential to always seek to evolve in customer service and never stop applying the 5 pillars in your day-to-day. This way, your client will leave your customer service with the certainty that he has closed the partnership with the right company.