A CRM Ticketing System is Your Customers' Tie to Your Company

Your business needs a CRM ticketing system in order to tie your customers to your company. Simple, but effective, help desk ticketing is really the way to focus on the one aspect of business computers and online convenience can never match. Relationships with the customers are easy to develop when the customers are coming to you. Every ticket is a potentially saved customer. It is also a record of the issue and the outcome. When you are able to look into the history of various customers and find those who had the biggest issues to overcome, you also know exactly who to send special discounts and free offers to. 

Sometimes the CRM ticketing system is just as useful for bringing back those who have given up on your company as it is for saving customers. While saving customers is definitely the preference for a profitable business, being able to tap into the customer's past issues and convince them to come back to your company is a very useful tool. 

Most of all you can keep your company moving in the right direction by offering direct communication with customers. You are giving them a tie to your business that they will consider whenever they log on or get in the car for the products and the services that you need. Once a customer is tied to your business it is much easier to maintain that purchasing habit for life. Direct communication can be everything from handling tickets to making special offers to being able to give the customer a direct say in a change or new development. 

Involving customers in the process of your growth as a company is essential because it creates a unique relationship. While most customers will have numerous relationships with many businesses, creating a unique relationship with the customer not only ties them to your business, but does so with a tight granny knot. 

Cementing the business to customer relationship through CRM software can redirect a consumer who is either not loyal to any given business or has begun to develop a relationship with a competing business. The more unique you can make the relationship that your customers have with your company the stronger the attachment is. You do this by employing the psychology of consumer habits. Things that are naturally going to change are the best place to start. A simple poll on the help desk or as a follow up communication can be all you need to get the feedback you need in order to help the majority of customers who participated feel as though their connection is deeper and more meaningful than it is with other businesses. 

Never underestimate the very strong tie the customer can make with a company that uses their CRM ticketing system to the fullest extent possible. Every time you win the heart of a consumer, you save a fortune on advertising. Choosing a strong program to make sure you have all the proper elements to do the most good for your business is necessary for the greatest success possible. 

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Improving Customer Service

One of the most important qualities which a help desk agent needs is communication skills. They must be able to speak clearly and specifically so that the customer can understand them. Besides being able to articulate it is important to also know how to listen to the customer’s problems and be able to ask questions to clarify the matter. Never try to resolve a problem the customer has in your own manner. If you are unsure of how to help them find out if any of your co-workers has knowledge of the problem or seek help from a supervisor.

Remember that a help desk agent must appear confident and sure of themselves or the customer might not be convinced that you could help them. Further anyone working at a help desk must have good reasoning skills. There are customers who can be difficult and who will refuse to accept no for an answer and can get quite angry and upset. This is where a help desk agent with diplomacy is most needed because it is important for them to be able to solve problems, be able to determine cost-effective solutions and recognize further potential problems which may result. All of this must be done in as short a time as possible because otherwise if the next customers have to wait for a long time tempers can fray. 

 

It is important that help desk agents have the knowledge to be able to research problems which they might not have encountered before. Therefore it is of the utmost importance for them to know all about the products or services being offered by the business which they work for. They must also keep current and research the latest technology and this can be done by taking courses or researching the information online or through books. 

 

Not only must help desk technicians be great problem solvers they must also be able to instruct customers about how their particular problem occurred and inform them on how to prevent such a problem in the future. In order to provide great customer service the staff should consist of people who are people friendly, outgoing, able to control their tempers, intelligent and have great problem-solving skills. Sometimes it might be advisable to offer customer service training programs which give the employee the chance to try out different customer service problems and try to resolve them. 

 

Make sure that all of the customer service employees are provided with guidelines which they can follow and which can provide them with the opportunity to take a difficult situation and solve it themselves. To keep improving customer service reward your employees and congratulate them when they show great decision making skills as this will encourage them to continue doing a great job. Now and then get customer feedback so that you can see if things are to the customer’s satisfaction or if there is need for some more improvement. To keep your customers coming back time and time again offer them special discounts on their next purchases. 

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Developing Technical Skills for Great Customer Service

One of the most important things in developing a great customer service department is coming up with great technical skills for all of the customer service agents to know. In order to provide great customer service it is advisable to get to know who your customers are and what their likes and dislikes are. Therefore the issue that must be addressed first is what kind of products or services you offer and what type of customers will be purchasing them. 

 

Take for example that you work in a store which sells baby products. Your customers will be young couples especially young women who are expecting a baby or who already have children. They will be looking for qualitative baby products which they will expect to be of the highest quality and safety. Therefore you as the customer service agent must know all there is to know about your baby products, must be able to advise the customer if she doesn’t like one product to choose another similar but better product and so on. 

Be aware of all the company policies concerning product repair, return, or exchange. Remember that the customers are depending on you to help them and you want to be confident that you can resolve their problems in as little time as possible. 

 

Customer service agents must have the skills to be great conversationalists, great listeners, and great problem solvers. They must also be people friendly, diplomatic and know how to take control of a situation. There are customers who can be difficult and angry and the must be dealt with care and appeased and calmed so that their problem can be solved in as short a time as possible. 

 

There is nothing worse than having an angry customer yelling at you in front of other customers waiting their turn. If you as a customer service agent cannot diplomatically calm the customer who is complaining then the other customers will most likely decide that you won’t be able to help them either. In other words the situation can only get worse. So service with a smile and you will have many happy and satisfied customers who will be willing to come back time and time again knowing that if problems arise they will be resolved by competent customer service agents in no time at all. 

 

To be sure that your customers are satisfied make sure you get feedback from them and if there are issues to be taken care of then be sure they are addressed right away. Keep in mind that satisfied customers not only return but they pass the word on to family and friends who in turn also come to buy your products or make use of your services. Get your customer service agents technical skills sharpened and you will have a customer service department which runs smoothly and gives all of your customers’ satisfaction and they will appreciate you for it. 

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Good Customer Service

There may be businesses which think that good customer service begins at the moment that their first customer comes to ask questions or to complain about something. That’s not true at all because at that moment customer service agents should already be prepared to give good service and they won’t be if they haven’t received any training or don’t know what to expect. Preparation is important to have a customer service department which is better than all the rest. 

There must be planning, hiring the right employees, writing up guidelines and providing plenty of training. When the first customer approaches the customer service desk they have to see a confident and smiling customer service agent ready to help them. 

The one thing that customers hate above anything else is having to wait on long lines so a good idea is to have other employees which are doing other things ready to jump in and help out at the customer service desk if the employees cannot handle all of the customers. Don’t forget that there are certain times of the year when things can get hectic. Customers don’t want to hear that they might have to come back another day they want to be heard right then and there. 

 

Therefore it is important for any business to consider not only having front-line customer service agents but also a back-up team when things get too hectic. Therefore it is important to provide training for both the front-line employees and the back-up team. It is always important for customers to feel special and to be able to get their problems resolved quickly or have appointment made for them to get the answers they seek. 

Always keep in mind that a good customer service department should run like a well oiled machine and customers should be approaching the customer service desk like through a revolving door. Every customer service desk should have some basic rules such as:

• Always courtesy and use of words like “please” and “thank you”
• Listening intently and closely
• Good communication skills
• Quick and efficient problem solving
   

Every customer wants to feel special and as though they are the only customer you have. They will also appreciate it if once their questions are answered and their problems solved they get a follow-up from the company to be sure that everything is OK now. It will also be appreciated to get a special offer or a discount on their next purchase. 

Any business which has the reputation of having a great customer service department will also be the business with the most loyal customers. Keep in mind that each loyal customer will also bring in new customers. So if your business has everything to do with customers then it is important to be prepared by setting up a great customer service department which is ready and able to serve them with courteous, polite and smiling employees. Happy customers are satisfied customers and satisfied customers bring in more business. 

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Customer Service with a Smile

Customer service is the type of thing that always requires a smile. If you happen to work at a customer service desk then your two most important assets are a friendly attitude and a bright smile. There is nothing like seeing a grumpy and unfriendly looking person sitting at a customer service desk that is a total turn off to any customer. In this case the customer might choose not to approach the desk, might approach it with an attitude or might just decide to ask for the manager. So if your job is people and especially if it involves sitting at a customer service desk remember it is all in the attitude. 

If you happen to manage a customer service desk then remember to remind all of your agents to keep on smiling. If you happen to see that some of your workers are sullen or unfriendly then you have to consider letting them go and find workers who are customer orientated. It might be worth considering orientation classes for new workers so that they can begin their job with the right attitude.

If you are a help desk agent then it is of importance that you remember that a positive attitude is always the right approach. Know everything there is to know about the business or store for which you are working. There is nothing worse than a customer approaching you for information only to discover that you don’t know anything or that you can’t give them full information. 

If a customer happens to be irritable or difficult always remember that the customer is always right and do your best to try and change the customer’s attitude. If you have difficulty never lose your temper always use diplomacy. If all else fails it might be advisable to tell the customer that you will refer them to the manager. Remember that there is always a way to control the situation at a customer service desk and that your job is to help the customers in any way you can.The attitude of a help desk agent should always be service with a smile. 

 

Keep in mind that good customer service makes for good business and will attract more customers because they will know that if they have any problems or questions they will get the help they need. Satisfied customers also pass the word on to others. As a help desk agent always respond quickly to your customers and give them immediate attention. Give them a friendly attitude, smile and make eye contact. 

Don’t forget to make a note of how many other customers are waiting and try to deal with each one in as little time as possible. Make sure that you are ready to answer all of their questions and are prepared to offer them a follow-up through e-mail if necessary. Solving a problem can be one thing but you want to be sure that the problem doesn’t repeat itself when a product or service is concerned. Be positive, be friendly and never forget to smile. 

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Motivating Customer Service Employees

Customer service employees can find if difficult from time to time as dealing with customers and their problems can provide a lot of stress. Therefore companies who want to keep their employees feeling good and ready to work should get them motivated. This is so that the customer service agents realize that you value them and that you are willing to take the time to appreciate the work that they do. Once your employees realize that you are willing to do everything to give them a great working environment they will be willing to work better and harder. In order to begin on motivation you should look to hire the right people to begin with. They must be people who are personable, friendly, good listeners and good communicators. 

 

Let your employees know that customer service is a vital part of your business and that they must do their best to keep the customer service department running efficiently and keep the customers happy and satisfied. Keep in mind that employees who are trained right and have been given every motivation to do a good job are those who are most likely to give the best customer service. Offer your customer service employees the chance to improve any skills which they may be lacking.  

Most employees work better when they are part of a team. This is important because you can train them as a team and have them work with each other. Part of the training can involve employees doing role playing taking turns being workers and being customers. This will prepare them and motivate them in reacting correctly with the customers. Another way to get them motivated is to offer your customer service agents rewards for good service. The more they do and excel they get special bonus points among other rewards for good service. 

Motivation should include making sure that employees learn all there is to know about the company’s products and services so that they can be prepared to answer the customer’s questions and help resolve their problems. Keep in mind that well motivated and happy employees are more likely to do a good job than those who are dissatisfied with their working conditions. Once a month you can set up meetings for your customer service employees to discuss any problems and talk over any improvements which should be made. In this way you can be sure that you will have a great customer service department and your customers will be satisfied. 

 

Always make sure that you congratulate any employee who does more than asked of them. Be sure that your employees get feedback from customers which can show how well the customer service department is doing. Remember that happy and motivated employees in turn make for happy and satisfied customers. So it is vital for any customer orientated business to properly train and motivate their employees so that their customer service department can be one of the best. 

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Essential Customer Service Skills

For anyone who wants to work with customers who have complaints or questions about certain products or services they must have the ability to be able to listen attentively to what they customer is saying. A customer service agent cannot provide good service for a customer if they don’t listen to what the customer’s concerns are.

A customer expects to be heard the first time and afterwards expects to get an answer. It doesn’t matter if you can resolve the problem right away or if you have to get back to them they want a positive answer one way or another. If necessary you can take down some notes while you are listening to what the customer has to say. IT is also very important to be able to communicate with the customer and have them understand what you will do to resolve their problem.

If they have asked a question you have to answer that question so that the answer satisfies the customer. Therefore a customer service agent must have good speaking skills, must be able to articulate clearly and be understood the first time no matter if you are speaking to them over a counter or over a phone.

 A customer service agent must have the ability to be able to put themselves into the customer’s shoes and imagine themselves on the other side of the counter. This gives them the possibility to better understand how the customer feels and they can help them. 

Among other skills which are important for anyone working in customer service are some sorts of computer skills. Computer skills are important for recording data and keeping track of the customers who have complaints. A computer can also be a quick way to look over the product or service which the customer is complaining about while they are expecting an answer. 

All the information which is needed can be at the customer service agent’s fingertips they just have to have a basic knowledge of the computer. It is also important to be able to diplomatically appease a customer if they appear to be dissatisfied, upset or even angry. It solves nothing to get upset yourself and can even end up in the loss of a valued customer. 

Imagine yourself in their shoes they have trusted your company and have bought a product and now there are problems with that product. It can be very frustrating but if they see that the customer service agent they are speaking with understands them, is friendly, offers an understanding smile and is ready to resolve their problem it can make a world of difference. This will not only impress the customer but will also impress the company you work for. 

Never forget to check with guidelines if you are not sure of what to do in a certain situation and never let the customer see that you are unsure of anything. Know your products and services well and if you cannot help a customer right away always be prepared to make an appointment with them and promise to have an answer ready for them or have the product ready and fixed for them.

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