The customer service experience is the cornerstone of your business. In fact, it can make or break your bottom line. How you interact and communicate with your customers is vital to your success. Today’s customers are quick to judge the experience they have with vendors. Furthermore, they often share their thoughts with family and friends, making them walking advertisements for your brand.
Be contactable
How frustrating is it when you contact a business and no one replies? For many people, it is an experience they do not want to repeat. Now imagine if this was one of your customers. Of course, you will absolutely want to avoid this with your customers. Having reliable methods of communication is the key to avoiding this scenario.
There are plenty of tactics that you can use to be accessible to your customers at all times. One is to install a chatbox on your website. This is when a bot answers simple FAQs outside of office hours. In addition, the bot will take contact details to be used later on. Another method is to consider using answering services for your business. Keep in mind that these methods should not replace other forms of contact such as email and postal addresses, and social media handles displayed on your website.
Be Proactive
Another way that you can improve the service that you offer your customers is to focus on being as proactive as possible. Research and listen to the people that buy your product. Find out what they want and expect before you sell it to them. By doing this, you can ensure that you are pleasing them in both the product they purchase and the service they receive. It can also help reduce the need to reactively fight fires and deal with unhappy customers.
People Matter
Your customer services team are the backbone of your operation. Therefore they need to be well trained, compensated fairly, and motivated on a daily basis. Dealing with disappointed customers is a tough job. Ensuring that your staff can handle these situations by providing customer service training is vital. Just remember that no one like 2-hour lectures where the speakers read the Powerpoint. Instead, use role-playing and interactive scenarios as well as quick-fire games to create the atmosphere that you want, and get your point across in a fun way (see about here).
Delivery Speed
An often neglected aspect of customer service and care is the delivery options that you offer. Thanks to the big players Like Amazon, customer’s expectation of delivery time have been forever changed. Slow deliveries can reflect poorly on your company. In fact, it can be worth offering next day delivery as standard and free. Then absorb this cost within the unit price itself, such is the power of pleasing customers through speedy delivery.
Follow Up
Lastly, don’t forget that customer care and service does not end at the point of sale. In fact, follow up care is a useful way of showing that you have a long-term interest in your customer’s satisfaction. A quick email, text, and even courtesy call can go a long way.
Follow up is also a fabulous way of gaining vital information on how well your customers think you are performing. Something that can then be used to feed back into your systems and increase your level of customer service. This will ensure the longevity and success of your business for years to come.
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