Customer service is an essential part of every successful business, and translation service providers are no exception. It can be a challenge to ensure your customer service is adequate, especially if you own a small business with a tight budget. In fact, even giant, billion-dollar companies such as Tesla sometimes get it wrong.
Do you want to ensure your customer service is up to scratch? Follow out six top tips.
Create a basic system to deal with customer requests
If you don’t have a customer service system in place yet, the first thing you need to do is create a basic system you can use to deal with requests. In the past, many businesses simply set up an email for this, but it is not an ideal solution as it means you need to continually check your emails to see if you have received any complaints or queries.
A more practical option is an affordable VOIP Phone System. This means that you can accept calls over the internet easily and if you like, you can reroute calls to other numbers depending on the issue. This means you can deal with customer concerns quickly and effectively.
Embrace social media
You may also want to use social media as a customer service medium. After all, billions of people use social media, so it is one of the most effective ways to connect with people – and customers seem to respond well to using it as a support option. It is also possible to use AI tech through social media; for instance, you can use live chat on Facebook to respond to customers, and you don’t have to spend any money to provide this service.
If your company has international customers, think about having your social media translated into the relevant languages for your audience. This will allow more customers to engage with your content and provide them with a better, more inclusive, consumer experience.
Host regular meetings to discuss common issues
It can also be useful to host regular remote meetings with your employees to discuss common customer issues. This means that everyone in the business will be aware of any problems and they will be less likely to occur in the future. It is also possible that employees will come up with practical solutions for the problems (if you do not already have a solution, that is!).
Hire people with strong communication skills
If you are thinking about taking on new employees for any reason, consider hiring people who have strong communication skills. Small businesses tend to have small teams, making it all the more essential to have at least one or two employees who can make customers feel appreciated while dealing with their issues. For translation agencies, project managers who can effectively and clearly communicate with both the client and the translator play a vital part in the business’ success.
Focus on learning from customers
It can be challenging to receive negative feedback, but if you listen to and act on said feedback, your business model will improve over time. So try to learn from customer issues, and in the future, you will have more satisfied customers.
If you do decide to do this, we suggest keeping a record of customer feedback to analyze in the future. This will make it easier for you to see common issues and problems that pop up, so you can prevent them from reoccurring in the future.
Looking to improve your customer relations by providing translations of your content into relevant languages for your market? BeTranslated is here to provide you with accurate, localized translations. We have experienced professional translators working with language as diverse as Chinese and Dutch. Get in touch today for more information or a free, no-obligation quote.