Dr. Pierre Courchesne on Basics of Excelling at Customer Service

Taking a company to the next level normally requires one to focus on the intangible aspects of the operation. This means that they will not necessarily look at numbers and how they can minimize cost. Instead, they will have to excel in areas that are commonly neglected by businesses. The most obvious example of this would be customer service. Although nearly every business pours a lot of money into their customer service department, many of them are going about the process the wrong way. Namely, they might be trying to overcompensate for a lack of understanding of their customers by over-training the service agents and spending too much money on them. So, how can companies take advantage of outstanding customer care to unlock new levels of success?

Have a Friendly Relationship

In order to make the buyers feel welcomed and motivate them to continue their interaction with the company, it is important to build a friendly relationship with them. How can this be achieved? Through a few different steps that include positive interaction based on the principle that "the customer is always right" as well as feedback requests. In other words, the times of companies using template-based e-mails that would be the same for every question are over. Now, it is important to customize responses and make it obvious that someone is actually putting in the time to provide an accurate and personable answer. Additionally, asking the buyer about his or her experience will help figure out what might be going well and what needs to be changed.

Accessibility and Timeliness

It is no secret that people do not like waiting for a prolonged period of time to get a response to their inquiry. With the market takeover that Amazon conducted, more and more buyers are getting used to record-breaking shipping times and immediate responses from live customer service agents. Thus, other companies have to do their best to match this type of efficiency or they may lose buyers. Hence why it is significant to segregate duties and have a team of agents dedicated solely to taking care of the inquiries made by existing and prospective buyers.

Maintain a Passionate Atmosphere

According to Dr. Pierre Courchesne, a doctor who has successfully established his own practice to better serve his patients, businesses have to maintain a passionate atmosphere. This will help them overcome adversity that may arise as a consequence of customers being unsatisfied with their products or service. For instance, if someone here in East Windsor is starting a business that will focus on the local market, it would be fitting to hire local workers. Doing so effectively doubles the chance of having passionate employees who truly care about the success of the venture and the positive interaction with the buyers. Your staff will be full of locals offering their best support to their neighbors.

Implement New Technology

Although there is nothing wrong with sticking to methods of operations that work, sometimes companies have to update their systems to more innovative and advanced ones. This is especially true for customer service departments that have almost always revolved around e-mail or chat correspondence. Now, however, more and more businesses are starting to add things like artificial intelligence in their daily operations through sophisticated chatbots. Doing so reduces the amount of time that the buyers have to spend waiting and increases the odds of them coming out of the interaction satisfied. Not to mention that, according to Dr. Pierre Courchesne, implementing innovation is one of the easiest ways to raise awareness about the company and turn it into a trendsetter.