7 Tips for Building A Customer Service Team For Your Business

7 Tips for Building Your Customer Service Team

Having a business is one thing and running it successfully is another. As we keep taking various steps to ensure our trade thrives and prospers, there comes a time when your business is very large and your customer base vast. This is the time when one should start thinking about setting up a team dedicated to customer support. This team will collect leads for you, engage with prospects, make/receive calls, solve customer issues and keep them happy, all without you needing to micromanage everything.

While setting up your customer service team, one must remain smart; because very good service brings a good reputation and bad service brings very bad reputation. It takes just one mistake for clients/customers to turn their back on you. Keep these things in mind when setting up customer support for your business for a good time:

1.Your Team Ought to be Good at Listening

One of the key tricks in the art of keeping customers happy is the ability to listen. A lot of times, customers just want someone to hear them out and then they’ll do as you ask them of as the best solution. An angry customer will get calm within a minute or two of venting out. Your customer support team may have to face that too, and to be able to listen to that is a very important aspect of service. At times, the caller may even not know what they want. Listening to them completely becomes necessary in such cases if they are to be offered what they like.

2. Usage of Positive Language is Advisable

Keeping the language as positive as possible is necessary to make a lasting impression on the mind. Your team represents you and your business. Any form of negativity will only hamper your relations. Even when trying to resolve a grievance, your folks must speak positively. E.g. let us suppose you own a big electronics store and one of the TVs purchased by a customer broke down within a week. The frustrated customer calls your store up and asks for a replacement. Your executive says, “Sorry, sir.”
This is tantamount to admitting you gave them a bad product. “Sorry” is one of the most commonly used negative words on the planet. Your executive could instead say, “Let’s get this fixed” or, “Let me solve this problem for you”.

Clearly, the latter choice of words would have a more positive effect on the customer’s attitude.

3. Clear Communication is a Must

All communication going out from your end must be clear at all times. Inadequate information, half-made promises and lack of clarity creates hurdles and eventually damage your relationship with customers. Be it emails, calls or messages, all outbound communication must always adhere to a set standard. A good team understands this and makes sure no stones are left unturned. 

4. Take Feedback As Much As Possible

Always ask your customers for feedback on the quality of the interaction. Be it resolving problems, giving out info, handling queries or closing a new deal, every type of conversation needs feedback. It is important to know how your customer’s experience talking to you has been. This helps in understanding them better and make changes to your style to suit everyone the best.

5. Your Resolutions Should be Quick and Effective

Customers adore quick resolutions and fast responses. Every request from the customer must always attract swift and solid action. A problem should be resolved as fast as possible, and responses to inquiries sent out within a day. You can delegate some authority to your team so that they can take care of minor things on their own without having to pass the buck from one desk to another. This will also let you focus on other important things you must do at work. 

6.Setup Process(es)

A lot of people have this misconception that customer service only includes a call center where your employees would take and make calls to your customers. In fact, it is only a part of the actual art of customer satisfaction. When setting up the team, give all aspects a thought and set up different processes as required. Have your people ready and trained to respond to queries over SMS, email, even WhatsApp at times. Both verbal and written communication are equally important for effective customer-business relations. 

7.Keep Learning and Improving

Of course, as human beings, we are all prone to error. Despite our best efforts, we will get learning experiences from time to time. Your team may struggle to keep a tough customer happy. Your team can take a look at some funny customer service stories, some horrible ones and learn from them slowly. Your team will also accumulate its own bunch of experiences. Implement new processes as and when required and become the best in town. 

With the technology and internet capabilities of 2020, offering great customer service is far easier than ever before. One can make the most of mobile technology to stay available for its customers on demand. Serving your customers right and on time is a great virtue, something we all can achieve in today’s era. The new world order shaped by the COVID-19 pandemic has shown us what we can do with technology. A good business flourishes when its customers are happy.

If you are looking for the right solutions for your small or medium business, or even substantial and appropriate advice or mentorship, click here.

Also read: 15 Classic Ways to Grow Your Email List

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Vital Business Skills for 2021 To Learn

Vital Business Skills for 2021 To Learn

Come 2020 and all definitions of vital business skills went haywire. Due to the coronavirus pandemic, all of us had to close down our shops temporarily and faced setbacks. However, this setback brought us a very important lesson; business needs transformation. As we are now opening back up and businesses are getting back on track, a lot of us found ways to stay afloat in these testing times.

As we now prepare to fight more such adversities and gear ourselves up for the future, let us take a look at some skills which may have been lower in the priority list. These skills have now become vital for businessmen as we enter 2021.


  • Running Online Stores
    This skill is especially useful for shop owners. The fact that more and more people now are moving towards online shopping is a testament to that. Once you have your online store ready, you can start selling your products and merchandise online. This will not only increase your customer base but will also help you in keeping your business going on in case of another lockdown.


Also Read: A complete guide to opening Facebook Shops


  • Social Media Marketing
    While you take your business online, you might also want to focus on getting more and more customers coming to your website and putting up orders. Generating leads is an excellent way to get more customers and clients. Social media is the one-stop destination to get great results and even quality leads. Even if you don’t own a shop, getting clients the online way is the way to go in 2021.

Also Read: 10 Smart Tips to Use Social Media to Grow Your Business


  • Design and Video
    While dealing with online marketing, you will need to make creatives and promotional videos to put up on various media. Even if you hire a marketing firm, you might need to explain to them what kind of creatives you want. Knowledge of design becomes vital for business then. Once you have a good grasp of designing and creation, you will be able to make the most of this skill. You could take help from the internet to learn the basics of designing.



  • Accounting
    Well, accounting is not a new addition to vital business skills. What is new this time around is the way we do our accounting. Since we’re talking about making a gradual shift towards the digital era, taking your accounting to the cloud doesn’t look like a bad idea. There are many apps for this. Many ERP software providers are also now including detailed accounting extensions for better management of their customers’ business finances.
  • Google Ads & SEO
    Speaking of online business management, one cannot ignore the power of search engines and advertisement. Promoting your page(s) and putting up ads on Google is a great way to generate leads and have people take a look at your online business setup. You can always manage your expenditure on these platforms as per your budget. Learning how to design digital marketing material is also something one can quickly pickup. 
  • Data Analysis
    You don’t have to become a data scientist in order to analyze your parameters effectively. Google Ads, Facebook pages, Instagram pages etc. all offer analytics through their business partner program. You can get a detailed report of how your posts performed, how many people interacted with your promotional and non-promotional posts etc. Making sense of these is not rocket science and can be learned easily. Since we are heading into 2021, these skills are sure to become of the essence.


Why These Skills Are Vital?

The Covid-19 pandemic showed us that businesses can be deeply impacted by unexpected catastrophic conditions. Lockdowns brought the entire global economy to a standstill. When lockdowns started being lifted, online orders were the first ones to get on the track to recovery. What this means is that people would like to stay home and get everything delivered to them if they can help it.

Since we already have a large number of options available to cater to that demand, all we need now is the skillset. Taking your business online would require us to learn a few things which we could postpone earlier. Moreover, taking your business online doesn’t mean the offline physical business would need to be shut down. You can always manage both without it being too taxing a burden. Knowing a thing or two about e-commerce will always be beneficial for both, the businessman and the customer. It is a win-win for both. 

You can learn more about why soft skills are important here.

Looking Forward to 2021

As we enter 2021, hopefully, the world will be a better place than what 2020 left it to be. If you haven’t taken these skills up yet, there is nothing to worry about. One can still take time to learn these skills over time. Also, it is not yet too late to start learning these skills. Adapting to change is what a good businessman always does. And as we adapt to the new world order, tomorrow will surely be better than yesterday.

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B2B Content Marketing Tactics You Need to Start Using Today

B2B Content Marketing Tactics You Need to Start Using Today

B2B content marketing is one of the most underrated marketing methods, the primary aim is to expand your business and attain brand affinity. B2B Content marketing is used to ultimately drive leads and sales by appealing to other businesses. This efficient marketing method is an attempt to inform other firms on what you do and how they can benefit from it. 

B2B content marketing runs on three elements which is the trifecta of content marketing:

  1. Useful 
  2. Engaging 
  3. High quality

The content should be highly engaging because that is the point you can attract other firms to come in contact with you. 

The content should be less personal and more value-driven by also focusing on the lead generation and building a relationship with business buyers.

B2B Content Marketing tactics you should make part of your digital prodigy: 

  • Campaign goals

Setting up goals is essential to generate new leads and set a target number for audience acquisition. Everything comes with a price tag, set up clear goals for the campaign.

Establish a goal of how you want the result to be. If you do not set a goal, that is useful for the campaign, the money put into the campaign will go in vain.

Set quantifiable goals that seem possible such as getting 1000 signups on the website in 3 months. It is necessary to set up realistic goals for the B2B content marketing strategy.

  • Research 

When targeting a specific audience, it is necessary to understand what kind of content does the audience consumes. Analyzing will help you in building the content that is beneficial to the audience. 

Research doesn’t mean you have to spend days and days analyzing how to go about, it can be as simple as looking out of competitors and what kind of keywords or content they are putting into place and how you can do better than their methods suggested. 

Once you get a brief understanding of your content is to be marketed to the audience, now jot down the ways you can implement your ideas. 

  • Conversion rate

The cardinal task of performing B2B content marketing is generating leads and having decent conversion rates. 

You need to build content that helps you to convert site visitors into paying customers. Leads can be things like signing up and looking at the other pages of the website, but conversion rate only speaks when someone buys a product or adds your product or service to the cart for the final check out. 

  • Storytelling 

For successful content marketing, it is quintessential to connect with the audience, and that is where decent storytelling about your business comes in. Each brand has a story to tell, so this factor simplifies the process of connecting with them and makes the audience be part of the conversion rate. 

Storytelling majorly revolves around the topic of why is branded would be valuable to add to consumer’s life. Once you connect with the audience in a different space, the results fall in place as you can see the conversion rate going up the analytics dashboard. 

  • Blogging isn’t the only solution!

Many firms often confuse blogging being the only option to perform content marketing. Blogging is the stepping stone of content marketing apart from this. Many other tools also can help you target the audience. 

If you want to scale- up your marketing efforts to reach the audience, do not stick with blogging, leverage other ways too.

Having a constant adaptive ability is the crucial factor that can get you to offer more value in terms of content in conjunction. 

Creating content that is scalable, visually appealing with all the information leverages the content marketing to the fullest. Create a strong persona about targeting the audience and put in all the content marketing tactics to obtain the best results.

B2B content marketing is the best place to deploy buyers’ persona and act accordingly in targeting the audience. 

Well, do not worry campaigns are the bits and pieces, you can initiate as many as you want until you reach the specific target goals.  

If you are looking for the right solutions for your small or medium business, or even substantial and appropriate advice or mentorship, click here 

Also Read: Top lessons businesses must learn from COVID 19 to grow post-pandemic

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