When establishing a customer service business, numerous technical and organizational challenges must be addressed, with employee recruitment and training often being the most complex. This complexity arises because ensuring that staff take ownership of customer service requires them to be fully equipped to deliver effective, competitive solutions to any issue. True ownership involves not just problem-solving but doing so with accountability and a commitment to exceeding expectations, which demands a higher level of preparedness from the entire team.
What Does Take Ownership Mean?
High-quality customer support is essential for any successful service, but technical support presents unique challenges. It’s not enough to simply know the solution — clear and effective communication is crucial. Studies show that nearly 90% of customers would switch to a competitor if they believed they would receive better customer service. Even when dealing with straightforward inquiries, providing detailed and patient responses ensures customers feel supported and valued. This level of care not only resolves immediate issues but also builds long-term customer loyalty, which is essential for retaining business in competitive markets.
To encourage employees to take ownership, they must possess resilience, patience, clear communication skills, and a genuine desire to assist. Like an effective teacher fostering a student's interest, customer service representatives should enhance the client’s experience rather than diminish it. Our 11+ years experience demonstrates that prompt, efficient support — particularly during initial interactions — is essential for success.
Many clients have sought our services after encountering inadequate support from third-party providers, often leaving due to poor service. Mastering ownership in customer service not only strengthens professional relationships but also fosters greater customer loyalty.
To learn more about how our tailored solutions can support your business, explore our services.
Staying professional with frustrated customers
It's essential not to upset your user unintentionally. Remember, the customer is not trying to provoke you; they're simply frustrated because something isn't working. Your response should remain calm and professional, regardless of their mood. Avoid taking negative comments personally and don't allow emotions to control your reaction. By maintaining professionalism, you'll often be surprised by the gratitude you receive once their issue is resolved. Handling difficult situations with empathy and patience fosters trust and satisfaction.
Identifying and addressing client concerns
Sometimes, customer queries can be unclear, making it seem as if they're testing your problem-solving abilities. In such cases, it's important to remain calm and seek clarification. Asking questions early on helps avoid misunderstandings, but be mindful not to over-question, as it could come across as inattentive. When asking for clarification, do so respectfully and ensure you express gratitude for the information provided. If you don’t have an immediate solution, reassure the client by explaining that their issue is being investigated, avoiding phrases like “I don’t know.”
A sequence of actions
o enhance customer support, presenting information in a clear, step-by-step guide can significantly improve the user experience. Studies show that 90% of customers expect a fast response when seeking help, and workflows help achieve that by streamlining responses. Structuring answers as concise, sequential actions not only makes the process easier for customers to follow but also leads to quicker resolutions. Clear instructions with numbered steps or direct guidance allow customers to stay on track without confusion, enhancing both satisfaction and efficiency
Screenshots
A picture can convey information more effectively than words, and it provides a reference for users to revisit if needed. Including a screenshot in your response, with clear indicators of where to click or locate information, is highly beneficial. For example, compare these two responses:
"Click publish page" – while understandable, this could be more precise.
"Click on the green 'Publish Page' button in the upper right corner" – this version is clearer and provides exact guidance for the user.
Links and text highlighting
Place links at the end of your response or paragraph to avoid them getting lost in the text. Links that appear too early can distract readers from the main content. To enhance readability, use bold, italics, or underlining to emphasize key points. This approach ensures that important information stands out. Additionally, guide the customer by highlighting crucial actions in the text and explaining the purpose of any references provided. This will help the customer follow the instructions more easily and achieve their goal.
Summary of your work on the problem
At the end of your response, summarize the actions taken to resolve the issue. Monitor the situation until you receive confirmation from the client that the problem is resolved.
Always politely ask if there are any further questions before ending an online chat or phone conversation.
Client satisfaction is the ultimate goal, so even if the issue isn't fully resolved, provide an explanation of the problem and suggest alternative solutions to ensure the client feels supported.
Setting clear time frames
Manage the user's expectations, particularly regarding timelines. If resolving the issue will take some time, provide an estimated time frame. This keeps the client informed and prevents them from feeling left in the dark. Transparency is key to maintaining trust and satisfaction.
Stay Ahead of the Curve
To ensure your customer service strategy remains competitive, it’s essential to stay informed about the latest industry trends and developments. The landscape of customer service is constantly evolving, with new technologies, customer expectations, and industry best practices emerging every year.
What are the key customer service trends you should be following in 2024?
Every skilled customer service agent has their own methods for building user loyalty. We've covered only a small portion of the strategies for taking ownership in customer service. Stay calm, respectful, and focused on understanding the issue while using all available resources to solve it. This approach will lead to more positive feedback and referrals.
If you're seeking an outsourced call center that consistently meets your expectations, contact us.
Business Tips
Was this article helpful for you? Share it with your friends.
