Il servizio clienti non riguarda solo l’essere cortesi con i clienti: è un elemento vitale delle operazioni aziendali che può influire sui risultati economici e influire sul modo in cui l’azienda viene vista agli occhi del pubblico. Diverse società di alto profilo si sono ritrovate sotto i riflettori a causa di politiche di servizio clienti scadenti. La buona notizia è che è relativamente semplice implementare un piano di miglioramento del servizio clienti che mantenga la tua attività al top.
Il servizio clienti consiste in un insieme di politiche collettive che regolano in ogni modo l’interazione dell’utente e dei dipendenti con i clienti. Comprende tutto, dalla quantità di parcheggi disponibili a come saluti i clienti, gestisci i reclami di assistenza e fai il backup dei tuoi prodotti o servizi. Al suo centro, il servizio clienti di qualità consiste nell’assicurarsi che i tuoi clienti si sentano stimati, trattati equamente e apprezzati dalla tua azienda.
Molte attività come la tua competono per i soldi e la fedeltà dei tuoi clienti. È probabile che tu stia investendo in iniziative di marketing e pubblicità per portare nuovi consumatori alle porte del tuo marchio. La parte importante del servizio clienti è nel mantenere quegli stessi clienti una volta che li porti. È molto più costoso attrarne nuovi, che occuparsi di quelli che già possiedi.
Inoltre, questo servizio è importante per ridurre il fatturato. È improbabile che i dipendenti che hanno a che fare con clienti infelici possano godersi a lungo il loro lavoro, in questo modo c’è il rischio che possano lasciare la tua azienda per cercare ambienti di lavoro più ospitali.
Oltre al pubblicare foto o aggiornamenti, utilizzare i social media per il servizio clienti può elevare il vostro business ad un livello successivo.
Un’attività, al giorno d’oggi, dovrebbe assolutamente saper gestire i problemi di servizio dei clienti attraverso i social media, in quanto la maggior parte di essi cercherà delle risposte proprio su internet, piuttosto che fare una telefonata.
Bisogna trasmettere e dimostrare di essere una risorsa utile per loro. Non bisogna lasciarli senza risposta, perché questa determinerà se il cliente tornerà ad acquistare dal vostro marchio.
Ecco alcuni consigli per creare un servizio clienti che funzioni:
Bisogna costruire rapporti reali con i clienti. Molte aziende utilizzano i social media come un altro canale per l’auto-promozione e non sempre rispondono quando i clienti inviano loro messaggi o tweet. Usate i vostri account Facebook e Twitter per creare relazioni e conversazioni.
Utilizzate un hashtag. L’utilizzo di un hashtag specifico aiuta gli utenti a cercare preoccupazioni specifiche. Tutto è organizzato e facile da usare. È anche possibile aggiungere ulteriori informazioni e contenuti.
Concentrarsi sulla creazione di un “Customer Advocate base”. Se un cliente ha una brutta esperienza con una società, una delle prime cose che lui o lei ha in mente di fare è scrivere sui social media di esso e ciò che è accaduto. Piuttosto che rispondere a commenti negativi, la strategia di un business dovrebbe coinvolgere un grande numero di clienti affezionati e leali, che sosterrà e difenderà il vostro marchio dando buone motivazioni per cui vi hanno scelto.
Siate presenti. Il più delle volte, le marche non hanno un buon servizio clienti perché semplicemente non ascoltano attivamente o non coinvolgono i clienti. I marchi che desiderano fornire un servizio clienti efficace sui social media dovrebbero utilizzare il monitoraggio dei social media per contrassegnare tutti i messaggi relativi alla loro azienda o ai loro prodotti.
Tip:
Fai in modo che i tuoi dipendenti si allenino sulle politiche del servizio clienti. Il gioco di ruolo funziona bene con un membro dello staff che agisce come cliente e un altro come lo staff stesso. Modera la sessione per offrire la tua opinione su ciò che i giocatori di ruolo hanno fatto e dove possono migliorare. Rendi la formazione per il servizio clienti parte integrante del programma di sviluppo professionale della tua azienda, in modo che i membri dello staff siano continuamente sollecitati a potenziare i loro giochi.
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