{"id":512,"date":"2020-12-16T19:38:00","date_gmt":"2023-06-06T19:38:21","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=512"},"modified":"2023-07-06T00:43:32","modified_gmt":"2023-07-06T00:43:32","slug":"deliver-service-that-customers-love","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ap\/blog\/deliver-service-that-customers-love\/","title":{"rendered":"7,000+ Service Pros Tell Us How To Deliver Service That Customers Love"},"content":{"rendered":"\n

Every business leader can agree the stakes have never been higher to build trust and maintain customer loyalty. Ninety percent of customers<\/a> say how a company acts during a crisis demonstrates its trustworthiness. <\/p>\n\n\n\n

Customer service has taken center stage as companies build trust and drive loyalty today and into the future. Now, meeting customer service expectations while balancing distributed workforces and new business models means service professionals need to rewrite their approach to customer service. This includes key strategies to respond to customer needs, ways to help agents adapt to a more strategic role, and ensuring everyone stays safe.<\/p>\n\n\n\n

We\u2019ve compiled recommendations, based on insights from over 7,000 service professionals across 33 countries for the fourth edition of the State of Service report<\/a>, to help write your next chapter on customer service.<\/p>\n\n\n\n

In part one of this two-part series, we look at how to exceed expectations and reduce silos.<\/p>\n\n\n\n

Note: If you\u2019d like to check out the State of Service findings first before diving in, read the executive summary<\/a>.<\/i><\/p>\n\n\n\n

Exceed customer expectations<\/b><\/h2>\n\n\n\n

Besides fast resolutions, customers want more flexibility and an empathetic ear. Here\u2019s how to meet these new customer service expectations<\/a>.<\/p>\n\n\n\n

Be empathetic<\/b><\/h3>\n\n\n\n

Seventy-one percent of consumers<\/a> say that businesses showing empathy during the pandemic have earned their loyalty. Teach emotional intelligence<\/a> best practices. Conduct role playing exercises from the side of your customer and your organisation. Encourage agents to use positive language. Instead of saying, \u201cThat\u2019s against our policy,\u201d try, \u201cHere\u2019s how we can handle this.\u201d<\/p>\n\n\n

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\u201c<\/span>71% of consumers say that businesses showing empathy during the pandemic have earned their loyalty.\u201d<\/p>\n\n\n\n