5 Key Customer Service Skills and How to Develop Them

Above and beyond customer service leaves customers satisfied and impressed. 

Customer service is essential for many clients in determining their overall satisfaction with your company. Most customers have little patience for poor customer service.

Customers with a bad customer service experience are more likely to leave than those unhappy with prices. That’s a primary reason why 89% of consumers switched to a competitor after a poor customer experience. 

Customer retention saves your company money. Repeat customers spend more and in larger amounts while also bringing in more customers. Customer service is at the forefront of keeping customers happy and coming back for more. Providing top-notch customer service is imperative for the success of your business. 

Check out the qualities that make for great customer service. 

1. Customer service skill: positivity

Often, customer service representatives are dealing with angry customers.

It’s important for them to keep a positive spin on the situation while not being insensitive to the customer’s emotional state. 

Being aware of the customer’s emotions is a key part of empathy. 

2. Customer service skill: empathy

Consumers use emotions over information when evaluating companies. 

Therefore, customer service should focus on the emotions of the customer. This begins by being able to perceive these emotions and then meeting the customer’s emotional needs. Ultimately, the customer is going to take away how they felt during the encounter. Make sure it’s a positive experience! 

This task of guiding the customer’s emotions is greatly aided by clear communication. 

3. Customer service skill: effective communication

33% of clients say the most important skill a customer service representative can have is efficiently answering questions.

Unclear communication and an inability to clearly answer customer questions escalate the situation, turning dissatisfied customers into angry ones. 

Speaking isn’t the only form of communication. Written skills are important as well. Although often underlooked, writing within customer service can be more challenging because it’s harder to convey a tone. An email taken the wrong way will further aggravate the customer. 

One effective way to avoid aggravating customers is by responding in a timely manner. 

4. Customer service skill: timeliness 

The quicker you respond, the better. 

Of online consumers, 71% expect to be helped within five minutes, and 31% will go elsewhere if help isn’t immediately provided. Being available to quickly help customers is an important aspect of great customer service. 

It’s also important to streamline your methods because the more time you spend on one customer, the later you’ll be able to address another’s needs. Therefore, find the balance between being attentive and listening to the customer’s needs while moving things along in a timely fashion. Being tech-savvy and able to use the programs within your company can go a long way in speeding up the process. 

Having a genuine work ethic will speed up the process as well. 

5. Customer service skill: work ethic

A strong work ethic is important in any role, especially in customer service. 

Going above and beyond to meet customers’ needs will help your business stand out positively, building loyalty and trust. 

How to Develop Quality Customer Service Representatives

Quality customer service primarily comes down to hiring the right people who naturally possess the above qualities. However, there are specific actions your business can take to develop quality customer service representatives. 

1. Provide customer service training 

Customer service training can take many forms, such as a formal course, online resources, or a mentor/coach. 

Whatever form the training occurs, it should be effective. Your customer service representatives should feel confident in addressing various customer needs. Your employee should feel comfortable with company knowledge, knowing the buying process and your product/service. Learning all the ins and outs can take time, depending on the company. This is why employee retention is important. 

If your employee doesn’t know the answer to the customer’s inquiry, they should be able to get the customer to someone who can. 

2. Have a clear customer service pathway

If the customer service representative can’t answer the question, it’s imperative the next person in the chain can. 

Customers hate having to repeat themselves over and over to multiple people within the same company. The fewer people they need to talk to and the faster the problem can be resolved, the happier the customer is. 

It’s okay if the employee doesn’t know the answer to a question. Learning how to say, “I don’t know, but I know someone who does,” will help keep customers satisfied. 

3. Thank the customer 

Every customer complaint indicates about 26 other unhappy customers who remained silent.

Many unhappy silent customers leave. 91% of the 96% of unhappy customers who don’t complain will leave and never come 

Therefore, although it may be unpleasant to be on the receiving end of an unsatisfied customer, ultimately, the customer is doing you a service. They are pointing out a problem that has affected many others. Now, you can fix the problem and retain customers. 

After the altercation, consider sending the customer a thank you card for their feedback. This will further help your company get back on good terms with the customer while also elevating your business in the customer’s eyes. Perhaps provide a personal discount for the customer to further share your appreciation for their input. 

We’re here to help you satisfy your customers by printing marketing materials your customers enjoy. For all your printing needs, including thank you cards, we’ve got you and your customers covered! 

5 Key Trends in Direct Mail for 2022

In a world of online and virtual marketing, direct mail promotions are still going strong.

According to a study by the Direct Marketing Association, direct mail has an average return rate of 4.4%, which is 10 to 30 times higher than digital marketing efforts. With these stats, businesses that are not taking advantage of direct mailing marketing are missing a large group of potential customers and clients.

Below are five key trends in direct mail for 2022:

1. Send Out Postcards

Direct mailing campaigns using postcards have grown in popularity, providing an inexpensive method to reach customers and clients.

Postcards are affordable to print and mail, offering many opportunities for a quick turnaround and fast marketing effort. Keep information on the postcards minimal, to the point, and visually appealing.

2. Mail Out Gift Cards

Materials can increase the return by including gift cards featuring a discount or special offer with direct mail.

Gift cards entice recipients to want to come in and learn more about your products and services and may encourage them to make a purchase using the discount.

Businesses that take advantage of sending out gift cards to customers stand out and make an impression on potential clients.

3. Send Personalized Offers

Creating a mailing list of loyal customers is the best way to develop a personalized direct marketing plan.

Get in touch with your customers and send out customized discounts and offers based on their past transactions with your company. Getting to know more about your customers also helps you create personalized offers via mail.

4. Partner With Local Businesses

Partner with local businesses which complement yours by offering a specialized promotion for both of your client bases.

By partnering with another local company, you can tap into their mailing list while allowing them to use yours while sending out a single mailer with a special for both of your companies. The direct mailer partnership helps grow your reach while creating a great relationship with another business owner.

5. Use a Sustainable Marketing Plan

Sustainable marketing plans help those using direct mail promotions to use paper stock created from a sustainable source.

Using an FSC-approved paper, reducing the quantities sent out, and using smaller mail pieces can help reduce your business’s carbon footprint while also maintaining a direct mailing marketing plan.

Creating a direct mailing marketing plan can help keep your business relevant, in the minds of your clients, and in front of potential customers. Creating a direct mailing campaign involves several factors to help you stay on top of your competition and be environmentally friendly. Take advantage of the above-listed tips to help enhance your business’s mailing plans this year.

 

Top Offline Marketing Tips in 2022

The digital marketing age has become an essential component of any company’s marketing strategy.

Since much of the world has moved online, search ads, blog content, email newsletters, and social media posts are relatively inexpensive and practical tools to increase a marketing plan’s reach.

Although we find many of our clients and customers online, we must not forget the importance of having a non-digital marketing strategy and getting out face-to-face with our potential clients and customers. 

What Is Offline Marketing? 

Essentially, offline marketing is any advertising, marketing, or promotional practice using channels that are not online or accessible via cell phones, computers, or tablets.

Though many do not always consider offline marketing because they feel it is an outdated practice, it can be somewhat effective. Using both online and offline marketing strategies, businesses can expand their reach and capture the attention of many more clients and customers.

Offline Marketing Tips for 2022

There are many things you can do offline to help market your business.

It may seem primitive to some to get out and meet others face-to-face, but in the long run, doing so, along with a solid digital marketing plan, can take your business to the next level. 

Some of the best offline marketing tips for 2022 include:

• Join your local chamber of commerce and attend meetings and events.


• Business cards work well, especially when wanting to set your business apart using a unique design reflecting your brand values.


• Printed pamphlets and flyers offer an informational marketing tool that you can hand out at exports, events, and during networking meetings.


• If you own a business, you are an expert in your field. Write and publish a book sharing your expertise with a larger audience.


• Offer existing customers loyalty rewards and coupons and send unique coupons to attract new customers.


• Send seasonal cards and gifts to your loyal customers and members of your mailing list.


• Find another business that shares your values and business model to work together to co-develop products, cross-promote each other’s company, and co-sponsor events.


• Get involved with the community by setting up a booth at local events, sponsoring local nonprofits, volunteering, attending government meetings, networking events, etc.


• Host your community events and workshops, inviting other local businesses to join in for cross-promotion and providing entertainment for residents.


• Send out press releases to local media outlets, including radio stations, new stations, and newspapers.


• Try a local billboard to reach a new market and help your business stand out. 

There is a lot of untapped marketing potential in offline advertising. So take your business marketing efforts offline and get more involved in your local community. If done correctly, both digital and offline marketing can be very beneficial for businesses. 

7 Facts About Offline Marketing You Probably Didn't Know

Offline marketing consists of advertising conducted through traditional offline media, including billboards, print, and in-person events. Although conventional advertising methods like these are all around, there are many things you probably didn’t know. Check out these seven facts about offline marketing. 

1. It’s not online versus offline

It’s not a competition between online and offline marketing as both have their pros and cons.

Plus, your marketing strategy is usually more effective when utilizing multiple platforms, leading to greater brand exposure and returns on investment. Offline marketing effectively brings people to your business’s online website and social media platforms. This is why 58% of offline retailers use offline marketing to build online customer engagement without being too invasive. 

2. Offline marketing is not invasive 

As the market becomes more competitive, marketing strategies are becoming more intense. 

However, this can lead some consumers to find marketing to be invasive. 91% of survey respondents agreed that ads are more intrusive today than two to three years ago.

A potential client who finds your advertising invasive may not want to purchase from you. A helpful way around this problem is through offline marketing strategies such as direct mail, which tends to have a more positive reception. In a study conducted by Epsilon, 59% of U.S. respondents agreed with the statement: “I enjoy getting postal mail from brands about new products.” This positive reception is partly because offline marketing is less common.

3. Offline marketing stands out

As some companies move away from offline marketing strategies, a space reopens for your company to stand out. 

People naturally remember less common things. Think of all the ads you see and hear on social media, email, and your internet searches. You may struggle to remember them all. Now think of the advertisements you’ve received in your mail. They’re probably easier to remember because they’re less prevalent and because people remember print better than digital. But, just because it’s less common doesn’t mean it’s a dying business. 

4. Offline marketing is a growing business

Going off the language used around offline marketing, it may come as a surprise that it’s a growing business. 

In 2020, the spending on offline media in the U.S. was 182.2 billion. In 2021 it was 196 billion. In 2022, it’s projected to reach 207.6 billion. Thanks to its persuasive attributes, offline marketing has recovered from the COVID-19 pandemic. 

5. It is possible to track offline marketing 

Although offline marketing can be challenging to track, it’s not impossible, thanks to some creative solutions. 

The success of any marketing campaign is primarily measured through analytics and data and then using that data to inform your future decisions. Check out the following methods to better track your offline marketing. 

• Custom landing pages. Insert a custom URL in your offline marketing campaigns. This will take the potential customer to a custom landing page, allowing you to track your offline marketing.


• Discount codes. Distribute unique discount codes depending on the means of advertisement. For example, a direct mail discount code could be “DIRMAIL201,” while an online code from Instagram could be “INSTA202.” When the consumer uses that code, you can track the sale back to the advertisement method. 

However, it is important to remember that customer journeys are becoming more complex. Usually, a customer will see your company through many channels before looking the business up and buying. Allow room for this ambiguity by asking customers how they found the business and allowing them to select more than one option. 

Gaining new customers through offline marketing is wonderful, but those that stay are even better. 

6. Offline marketing boosts brand loyalty 

Various marketing methods are useful for specific purposes. 

Offline marketing is especially beneficial for building trust, brand loyalty, and customer engagement. This is why 60% of primarily online retailers use direct mail to build brand loyalty and awareness. 

7. Offline marketing is more versatile.

The non-online world isn’t constrained to a screen, allowing for greater opportunities.

Offline marketing allows you to get more involved in your communities by attending local events. It also allows you to play with the texture, size, and smell. 

The majority of people’s lives are spent in the offline world. Therefore, what better way to reach them? We can help you with your offline marketing campaigns by providing for your print needs. Reach out today!