Superb customer engagement goes a long way in breaking global market competition and securing an increasingly-marginal, long-term market share – especially for go-global businesses like yours that want to dominate competitors and build a legacy. According to a 3rd party:
• Positive CX is a grand influencer when it comes to repeat sales – as approx. 89% of consumers are motivated to continue loyally-purchasing products/services from the same brands.
• Strong, positive CX heavily-impacts word-of-mouth advertising – leading customers (approx. 94%) with such customer satisfaction experiences to recommend the brand(s) to others – including friends/family.
• Globally, between 50-60% of customers are greatly-disposed to switching to brands’ competitors when they experience negative/unsatisfactory customer experiences (CX).

To ensure you secure fantastic customer interactions that influence customer loyalty, increasing long-term sales success, it’s vitally important to adapt core customer service principles that’ll help your CSRs proportion satisfying CX. Below, we’ll share: (1) what we mean by “principles of customer service” and why they’re important, (2) 8 key customer service principles, and (3) a short intro. to how our own Callnovo Contact Center can help.

A Small Guide: Customer Service Principles

Customer service principles refers to:

“the foundation for the CS industry – as core principles (i.e. speed, accuracy, and transparency) guide operations management teams on how to provide top-quality CX.”

By integrating a CS principles strategy, your international business can align itself with a vision and mission of/for brand growth that brings greater domestic/international sales dividends, leading to a stride in the race for brand domination. As said before, “A stronger understanding of the core principles sets you up for/propels you towards an autonomous path of continual improvement/success;” as businesses align with a greater vision of brand growth/success and a more acute CS mission via a worthwhile customer service principles strategy, training CSRs to adapt such CS principles, businesses – like yours – can ensure consumers spread the good word of your brands’ tangible CS actions/positive vibes like wildfire to others, leading to stronger customer lifetime value and greater long-term market success.

8 Vital Principles to a Customer Service Strategy

Continuing, let’s look at 9 important customer service principles your business’ operations management/customer service teams can follow/apply to secure long-term brand growth/success.

Customer Service Efficiency/Speed/Urgency

As customers require rapid answers to pre-sales questions/post-sales concerns, speed ensures they purchase/enjoy their products/services long-term.
• Track key speed-related KPI to assess your CSRs’ response time.
• Provide native language support and omnichannel support solutions (inbound/outbound calling, SMS, email, live chat, and social media).
• Identify how you can smooth out CS processes on both ends.

Accessibility

Omni-channel support is a key to ensuring fast service; to compliment this, your brand must ensure channel access is abundant/easy to reach.
• Make your customer service channels known via social media, on your website, in your app(s), on your commerce/e-Commerce platforms, etc.
• Showcase your service channels successfully by ensuring they’re in multiple, highly-visible places.
• Implement live chat/SMS/email automation when available.
• Make sure channels offer a good user experience.

Product/Service Knowledge Accuracy

Accuracy and speed together “gets things right;” by well-versing CSRs in your products/services, resources, and business policies, customers will trust the provided info. is genuine/without errors, leading to better customer lifetime value.
• Ensure CSRs have adequate resources.
• Provide FAQs on your company website.
• Ensure product descriptions/manuals are clear/concise.

Empowerment – Encouraging Consumer Autonomy

While CS is a powerful tool to meeting customer needs and bringing increased customer acquisition/retention, customer self-service solutions also provide key benefits – such as:
• stronger customer satisfaction,
• incremented efficiency,
• higher employee satisfaction, and
• more profound insight into customer needs.
Your business should provide such solutions – such as: knowledge bases, chatbots, FAQs, and detailed product/service manuals.

Consistency in Process Stability Maintenance

As the author, John C. Maxwell, wrote: “Small disciplines repeated with consistency every day lead to great achievements gained slowly over time.” A seasoned CS team is built on a foundation of processes, procedures, and expectations; such a foundation ensures your customer support consistently meets needs while putting a proper training framework in place so onboarding new customer service personnel is less time/energy-consuming.
• Design a proper customer experience strategy.
• Know your customer base and customer profiles/goals/policies.

Info. Transparency

Show customers you’re humanity/care for needs by being transparent, honest, and compromising; empathy/understanding in customer interactions builds rapport and influences customers’ long-term loyalty.

Excellent Service Quality

Though a no-brainer, quality service cannot be stressed enough; fantastic service ensures customers remember the CSRs that go above-and-beyond, leading to effective, positive word-of-mouth advertising and stronger customer retention rates.

Accountability

As a proper checks-and-balances system ensures accountability, leading to consistently-high effectiveness/efficiency, it’s important to utilize customer feedback to build morale/motivate service teams to improvement. Ways to collect feedback involve:
• Net Promoter Score/surveys,
• customer satisfaction/feedback surveys,
• email/contact forms,
• usability tests,
• social media, etc.

Callnovo’s Outsourcing Solutions – Ensuring Effective Customer Engagement

To help your global company effectively adapt a viable customer service strategy that includes the key principles of customer service, our very own Callnovo Contact Center – a 17+ tenure digital customer experience leader – offers complete, one-stop multilingual, omnichannel customer service outsourcing solutions tailored to your specific customer service outsourcing needs so you can effectively build your brand reputation and find a strong competitive drive in sales markets.

Some of our advantages are:
• Complete Operations Management – from recruitment/training to business success throughout service, our global operations management/Q&A teams share the necessary service background/skills to ensure CSRs proportion top-tier customer engagement that increases brand reputation/customer loyalty by leaps-and-bounds.
• Native Language Support - our native language support ensures you can meet customers’ needs efficiently, conforming to cultural expectations and improving customer loyalty.
• 24/7/365 Service - due to our own tailored plans, you can maximize customers’ satisfaction/CX by always meeting customers’ needs – without limits.
• Cost-savings – we help your business save on incurred in-house costs – such as HR/recruitment expenses, office space rental, and employee salaries with benefits – with affordable/comprehensive pricing – beyond other call center leaders.

Conclusion

By introducing the above-mentioned 8 vital customer service principles via a comprehensive CS strategy that creates quality customer satisfaction experiences, your global business can benefit from a strong competitive drive in the global sales market and build a brand legacy. To help you accomplish this, our very own Callnovo Contact Center offers a comprehensive multilingual, omnichannel customer service outsourcing solution to effectively enhance your customer engagement efforts, improving your customer acquisition/retention numbers and fortifying your brand reputation/loyalty and market/sales success.