Succeeding in business is not just about prioritising its technical aspects. Equally important to your product value and business acumen is providing and having exceptional customer service. Outstanding customer service is not just an accessory or additional feature for your marketing stunts, it is necessary to retain and recruit new clients.
Clients who are not just satisfied with your fleet business but more so with your customer service eventually become brand advocates. In marketing, word-of-mouth remains one of the most effective ways to increase your client base.
However, the real challenge is building a customer service team who have both the mind and heart to understand your product and go through with your clients in their needs. When training your team, make sure they perform the following to deliver exceptional service.
Communicate and Understand Your Client’s Needs
Having peace of mind is priceless; hence, proactively communicating with your clients and keeping them updated on their fleet status resolves half of their business concerns. It is also best to back this up by having multiple communication lines such as telephone, email, mobile, and even social media platforms where all sorts of clients can reach out easily.
Moreover, outstanding customer service does not just provide exceptional technical support but accommodates clients’ emotional and social needs as well. There are instances when clients feel a sudden burst of emotion causing them to be aggressive towards customer support.
In cases like this, it is best to listen to clients explain their thoughts and understand where they are coming from. Most of the time, clients just need someone to patiently listen and guide them in the process. Understanding this nature would make the process more manageable.
Study and Train Consistently
Most clients’ concerns in fleet business require prompt response and accurate resolutions. As subject experts, your customer service team should be equipped with sufficient knowledge base and technical skills to execute solutions within or even faster than the service level agreement.
Setting a time and learning management system for your customer service team to be updated with business developments and to work on feedback should be prioritised as well. Training efforts like weekly coaching sessions, quality analysis, troubleshooting demonstrations and internships are leaps to better customer service.
Offer Personalized Solutions
Though concerns in the fleet management business can be easily categorised into different aspects, every client’s concern is different. Thus, it is important to take time to understand the core of a client’s problem and offer a tailored solution accordingly.
Your company may also divide your customer service campaign into different lines of business. This strategy enables the members of your customer service team to focus on a particular concern category and devise specific technical and emotional support for your clients. As you employ this strategy, it is best to consider your members’ skills and preferences so they can be assigned to the most suitable line of business where they can perform best.
Leverage Technology
Offering exceptional customer service goes beyond human connections. As we dive into 21st-century needs, leveraging technology in providing customer service can make a positive difference both in your team and your client’s business.
An example of innovative technology you should consider offering in fleet businesses is telematics software. Fleet owners, managers, and even drivers can benefit from using this in their vehicles by having accessible information on key reports (vehicle usage, fuel management, accident notifications), direct communication among one another which expedites problem resolution, and increased transparency in terms of having access to delivery proof, compliance tracking, and data-driven insights.
Go the Extra Mile
Give your client a pleasant experience by going the extra mile. This may sound intimidating, but small actions make a big difference. You may bring your company’s customer service to the next level by having a proactive, polite, and prompt team that puts the client’s needs and satisfaction first.
Offering reliable services that will improve their business aside from the one they avail from you as well as sending them complimentary notes or services matter for our clients who matter the most in the business.
