It’s not exactly a secret that businesses who provide an excellent standard of customer service are typically looked upon more fondly than those who don’t. That means that they are more likely to be successful and benefit from repeat custom than their competitors. So, if you want your business to be as successful as you know it can be, it would really pay to sort out your customer service and do it even better than you already are.
If you value customer services as much as the some 86 percent of customers who told Oracle that they would pay more for a better customer service experience, here are a few things you can do to ensure your busienss does customer service better:
Make a Commitment from the Top
Customer service should start from the top. You can’t just expect your employees to take care of the customer experience for you. If you lead by example, define your brand’s core values and commit to ensuring that every customer who visits your website or passes through your store is satisfied, then I’m sure you’ll agree that it is much more likely to happen. So, write down a few objectives, create a set of standards for how your customers should be treated, and take some of those customer service calls and queries yourself from time to time. It will make so much difference and your business will boom as a result. Try it, it will really work.
Use Technology for Speedier Service
Consumers who get in touch with customer service want their queries to be handled very quickly. If they’re kept waiting on hold for 30 minutes or they have to wait 3 days to get a reply by email, they will not be at all happy and they will complain or even jump ship and stop giving you their business. That’s the last thing you want right? So, find yourself a good customized CRM solution that will automate many of your customer service tasks from the second the customer engages with you until the moment that they are left satisfied. If you can, try to find a solution that also personalizes the customer experience, so that it feels more like the kind of traditional service you would get by going to see the manager in person, and this will really impress the average customer.
As well as that, you’re going to want to offer as many convenient contact options as possible. From live chat and email to a telephone line and possibly even Skype, the more options you give the customer, the faster their interactions will be, and the happier they will be too. Most modern contact options are very affordable, so you shouldn’t let cost put you off providing a range of solutions.
Get Yourself on Social Media
Social media platforms like Twitter and Facebook are now the first port of call for anyone who has a customer service issue with any business and it is often the easiest way to communicate with your customers. So. if you aren’t already on social media, it’s time to change that. Of course, you can’t just set up a profile and leave it at that – if you don’t want to be dealing with angry customers, you need to check, or have an employee or even social media manager, check your social media profiles and reply to customers regularly. It’s a fast, free and effective way of dealing with customers and giving them a positive experience.
Update Your FAQ Page
If you don’t have an FAQ page on your business website, then you need to remedy that immediately. If you do have one, it’s worth checking it out to see if it is as comprehensive as it could be. Think of every possible question a customer could (or indeed has) ask you and ensure that you have adequate information to address those questions. If you do this, then customers will be able to immediately find answers without ever having to contact you or without going elsewhere because it’s too difficult for them to buy from you.
Improve Your Website Too
While doing that, be sure to take a close look at your website to see how easy it is to actually navigate. Is it immediately obvious where to find things? Can you get there in one or two clicks? Does the website load quickly or does it freeze often? Once you’ve done this, make a list of any problems you’ve encountered and work at solving them to improve the user-friendliness of your website. If a website is difficult to use, your customers are unlikely to have a positive experience, unlikely to buy from you and unlikely to visit you again. A good web designer will be able to every aspect of your website for far less than you might think. Hire the best person you can afford and sort it out to give your customers the experience, and the respect, they deserve.
Give Out Freebies
Obviously, you need to make a profit with your business, but that doesn’t mean that you can’t be generous to your customers, especially when they have experienced an issue with your company. For example, if you make a delivery later than you said you would, give them 20 percent off their order or if you’re customers receive an inferior service, give them a free product as a gesture of goodwill. Sure, it will cost you, but will it cost you as much as those negative reviews you’re likely to get or the repeat business you will lose? Probably not.
Oh, and it doesn’t have to be when something’s gone wrong either – slipping some candy or a few free samples in every package that you send out will give your customers a nice little surprise and boost your image as well as your sales.
Customer service is vital to the continued success fo any business big or small – get it right and you’ll always have a steady stream of customers looking to do business with you. So, work on doing it better – the above ideas will help you – and you will reap the rewards.