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Ask The Entrepreneurs: 14 Ways to Never Slack on Customer Service

Ask The Entrepreneurs: 14 Ways to Never Slack on Customer Service

Ask The Entrepreneurs is a regular series where members of those involved in the Young Entrepreneur Council are asked a single question that aims to help Lifehack readers level up their own lives, whether in a area of management, communication, business or life in general.

Here’s the question posed in this edition of Ask The Entrepreneurs:

How do you stay on top of customer service, no matter how busy you get?

1. Make FuseDesk a Feature

    My teams use FuseDesk to handle incoming requests, assign cases and track case history. The app links directly to an Infusionsoft account so we don’t spend a lot of extra time trying to remember who is emailing for support, what they bought and when it was shipped. It’s all integrated making it easy to send a template response. The system cut our response time dramatically!

    Kelly Azevedo, She’s Got Systems

    2. HelpScout Helps Out

      We use HelpScout to provide a technical help desk for students of our online school. To them it means simply being able to request help by email — no logging into a dashboard to see updates or followups. For us, it means we can provide greater personalized support, really get to know students and manage all requests in one place — no cluttering up inboxes, yet still providing that personal touch.

      Lea Woodward, Startup Training School

      3. Take It to Twitter

        No matter what’s going on, our team is always on Twitter — and so are most of our users/readers. They resort to it if there’s any trouble and it gives us an opportunity to answer back, help out, and throw in some personality.

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        Derek Flanzraich, Greatist

         

        4. Segmented Customer Support

          Providing customer service throughout the day will only break up your day and take focus away from the stuff that’s making you busy. Instead, take an hour in the morning and an hour before you finish for the day to close out all customer service requests. By doing this, it becomes a game, as you work diligently to finish in that specific time slot you have allocated for customer support.

          Todd Garland, BuySellAds.com

          5. Real Time With Olark

            Olark

            gives us instant access to our customers and since users want to chat right away, it’s a good way to force us to talk with them and remember that they are the most important part of the business.

            Wade Foster, Zapier

             

            6. It’s a Team Effort

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              For many businesses, customer service may be easily shared among all members of the organization. Addressing customers’ needs is something no one should be too senior to do, and spreading the load will ensure that no customer feedback goes unaddressed. It’s a model worth trying out if you’re overburdened with customer requests.

              Doreen Bloch, Poshly Inc.

               

              7. Figure It Out Face to Face

                Establishing genuine relationships with clients needs to be a top priority for all leaders. Yes, this means taking time out of your “busy” schedule and really asking them for feedback over coffee, drinks or dinner. You should likewise create opportunities for group client engagement. Results from a facilitated focus group at my company produced the “pivot” that we now credit for our success.

                Christopher Kelly, Sentry Centers

                8. Give Access to Real People

                  As long as someone human has heard a concern and has made it clear that it will be addressed, most customers can be a little flexible about how long it takes to fix an issue. But the human touch is key to getting that room to work from your customers — if they feel like they haven’t been heard, they’re going to keep hammering until they get a response.

                  Thursday Bram, Hyper Modern Consulting

                   

                  9. If It’s So Important, Create a System

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                    If customer service is truly a top priority for you, then you should have systems in place to ensure quality control. Record and review all client interactions with your employees so they can constantly improve, and hold each employee accountable for customer service standards.

                    Nick Friedman, College Hunks Hauling Junk

                     

                    10. Stay Steps Ahead

                      Always be prepared and be a few steps ahead of your client to guide them in the right direction. With a team that’s great at project management and account management, you can seamlessly stay in contact with clients, updating them and building their trust.

                      Bobby Emamian, Prolific Interactive

                       

                      11. Create a Process Checklist

                        Documenting procedures and processes are key for us. We have developed a checklist called “The Customer Experience” in our office. This makes us more in-tune to consistently deliver our vision for how a customer should feel after doing business with us, no matter how busy we get. We make sure every client we have has experienced each step of the checklist before proceeding further in the relationship and project.

                        Kenny Nguyen, Big Fish Presentations

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                        12. Remember Their Importance

                          Ultimately, our businesses exist to serve our existing customers, not to create products or to attract new customers. Both of the latter two items are important, but not the most important. By reminding yourself of your priorities, it makes it easier to set aside the time to serve them well.

                          Elizabeth Saunders, Real Life E®

                           

                          13. Keep Up Communication

                            It’s not so much important what you say, but how often you say it. Customers, clients, and people in general love to feel that you are aware of their presence. Providing good customer service isn’t all about being pleasant, but also just communicating often and allowing your clients to feel validated. So whether it’s staying on top of emails or phone calls, make sure you respond often and quickly.

                            Steven Le Vine, grapevine pr

                            14. Make It Natural

                              Build a team that has natural customer service skills. Personally, I don’t have to get as involved with customer relations because my team is awesome and cares about each of our clients.

                              John Hall, Digital Talent Agents

                                More by this author

                                9 No-Brainer Ways to Track Employee Time Ask the Entrepreneurs: 12 Things Entrepreneurs Should Stop Doing Ask the Entrepreneurs: 9 Best Note Taking Tools Ask the Entrepreneurs: 12 Tips for Mastering Public Speaking Ask the Entrepreneurs: 9 Tasks You Should be Outsourcing

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                                1 5 Books You Must Read if You Want to Be a Millionaire in Your 20’s 2 8 Life-Changing Skills You Can Learn in Less Than 6 Months 3 5 Types of Leadership Styles (And Which Is Best for You) 4 15 Best Entrepreneurs Books to Start Reading Now to Be Successful 5 17 Best Careers Worth Going Back to School for at 40

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                                Last Updated on June 25, 2019

                                5 Books You Must Read if You Want to Be a Millionaire in Your 20’s

                                5 Books You Must Read if You Want to Be a Millionaire in Your 20’s

                                Millionaires and billionaires read more than you think. In fact, the likes of Warren Buffet are said to read 1.000 pages a day. As the old saying goes “There’s no smoke without fire”; so, start off with these 5 incredible books!

                                1. The 48 Laws of Power

                                48-laws-of-power

                                  “If you are unsure of a course of action, do not attempt it. Your doubts and hesitations will infect your execution. Timidity is dangerous: Better to enter with boldness. Any mistakes you commit through audacity are easily corrected with more audacity. Everyone admires the bold; no one honors the timid.”

                                  On your journey to becoming a millionaire in your 20’s, there will be many people trying to manipulate you into doing what they want. This international bestseller by Robert Greene is the widely read by those in the entertainment industry because of its dog-eat-dog environment. This book is a must-read for anybody who wants to claim power and keep it. it’s a fun read that tells the story of some of the most powerful people in history.

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                                  An example of a law of power is: Always say less than necessary.

                                  • When trying to impress, the more you say the more common you look and less in control.
                                  • Be vague.
                                  • Powerful people impress and intimidate by saying less.

                                  2. Influence: The Psychology of Persuasion

                                  influence-the-psychology-of-persuasion

                                    “Often we don’t realize that our attitude toward something has been influenced by the number of times we have been exposed to it in the past.”

                                    This book explains the core strategies people use to influence others using real world examples. Robert Cialdini’s book goes over human quirks like the need to be consistent, and how you can use that in your marketing strategy to make more money. “People’s ability to understand the factors that affect their behaviour is surprisingly poor,” Cialdini says, “which leads to people making poor decisions without realising why.”

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                                    Cialdini includes real world examples of why people join cults, buy certain jewellery, or give to charity.

                                    3. Blue Ocean Strategy

                                    blue-ocean-strategy

                                      “Value innovation is the cornerstone of blue ocean strategy. We call it value innovation because instead of focusing on beating the competition, you focus on making the competition irrelevant by creating a leap in value for buyers and your company, thereby opening up new and uncontested market space. Value innovation places equal emphasis on value.”

                                      This book argues that leading companies don’t succeed by battling competitors in “Red Oceans”, but by creating “Blue Oceans” where they have uncontested market space to grow. It goes over case studies like “Cirque Du Soleil” who created a blue ocean by creating a circus platform that didn’t include animals or more than one act on at once but instead, decided to focus on talented performers and music who created a mystical storyline.

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                                      4. The Fountainhead

                                      the-fountainhead

                                        “A man’s spirit is himself. That entity which is his consciousness. To think, to feel, to judge, to act are functions of the ego.”

                                        The Fountainhead takes place in the United States, mostly in New York City, during the 1920s and 1930s. Billionaire Mark Cuban named his yacht “Fountainhead” after this book. This classic novel is about the struggles of an innovative architect named Howard Roark and his effort to achieve success on his own terms. Many entrepreneurs are inspired by this book because it depicts how you should be uncompromising when it comes to your vision and your goals. If you follow this way of life, you develop the ability to change the world and creating something unique.

                                        5. The Compound Effect

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                                        the-compound-effect

                                          “Do you know how the casinos make so much money in Vegas? Because they track every table, every winner, every hour. Why do Olympic trainers get paid top dollar? Because they track every workout, every calorie, and every micronutrient for their athletes. All winners are trackers.”

                                          This book is by Darren Hardy the CEO of Success Magazine, he goes over how it’s the small, seemingly insignificant choices that compound to create success or failure over time. No one has a plan to be broke and fat but that’s what happens when you don’t have a plan and go along the path of least resistance. Hardy argues that you cannot improve something until you measure it and to always take 100 percent responsibility for everything that happens to you.

                                          So, those are five books you must read if you want to give it a try to become a millionaire in your 20’s. What are the best books you have ever read? Leave a comment and share these life-changing books with your friends to help them become successful like you.

                                          Featured photo credit: Bill Gates Foundation via businessinsider.com

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