What Makes Customer Service So Important?
The customer is the heart and soul of a company. This is why the expression “the customer is king” is absolutely correct. At the heart of good operations, therefore, lies with delivering consistently excellent customer service. Getting that right means your customers feel happy and valued, in turn making it more likely that they will return and that they will recommend your business to others. This is all well-known, of course, but it still isn’t entirely clear how this is actually achieved. Businesses all over the world feel like they have made every possible effort to improve their customer service but are still not seeing the results they expected. Let’s take a look at a few important tips that you may want to implement in your own business in order to improve your levels of customer service.
Have a Good Website
The world has gone virtual and any business that wants to be a part of the new world has to have a strong online presence. Customers no longer trust a company that has a poorly constructed site and that cannot be found on the various social media outlets. This is something that is known, but what many people forget is that it is not just about having that presence, it is about making sure that the site is well-constructed as well.
“Improving customer service is often something managers imagine they’ll get around to — in time. Sadly, that time rarely comes. The day-to-day running of an organization takes over, and customer service is relegated to the back of the queue.” 10 Ways To Improve Your Customer Service
Indeed, having a lot of contact with your customers, without them feeling as if they are being spammed, is hugely important. Offer them the option of filling in a survey, but allow them to decline just as easily.
Have a Welcoming Attitude
Whether your business is fully online or face to face, you have to make sure that you have a very welcoming attitude. Customers should never have any difficulties in finding someone to address their questions to and they should always feel valued and respected. If your business is face to face, never underestimate the importance of a smile.
“Smiles are contagious – usually when you smile at somebody they’ll smile back at you. Do not pretend to smile, or produce a false smile since these are easy to spot and send the wrong messages. Instead relax, gain eye-contact and smile naturally.” Customer Service Tips
A real smile immediately shows people that they are welcome, that their requests will be taken serious and that they are valued. Make sure the smile is real. Friendliness, as such, isn’t something you give, it is something you have inside of you.
Know Your Product
You are trying to sell a product to your customer. This can be a tangible product such as a paper plate, or perhaps it is a service that they cannot actually physically hold in their hands. Your role is to make sure that your customer knows that what you offer will enrich their lives in some way or another. This means that you have to know your product as well. If you don’t know what you are selling, you won’t be able to convince your customer that the product is right for them either.
“Define what it means to “love the product”: how does your service tangibly change a customer’s life and what problems does it solve?” Maintain Your Customer Service Edge
This is part of what is known as the “thank you effect”. Within this effect, your goal is to make sure that your customer feels as if you have said thank you for their custom, but you have to feel as if the customer says thank you for your help. Whenever you start delivering a new product, therefore, you have to make sure your staff is trained in what it is and what it does.
Prevention is better than curing, as they say in medicine. This is also the case with customer service. You have to make every effort to ensure your customer does not have any difficulties. Look at your company through the eyes of a customer and resolve any potential issues you come across.
“You’ll gain tremendous loyalty by solving a problem before the customer voices a complaint – especially if it is addressed by a low-level employee.” Improve Your Company’s Customer Service
Being proactive is incredibly important. It shows your customer that you are paying attention to their needs. It also demonstrates that you care about your business.
People love to feel special. Make sure that you have systems in place, both online and offline, which can help with this. For instance, offer regular customers discounts or coupon codes, or simply give the a more special treatment if they come in regularly. In a restaurant, for instance, remembering a customer’s name will go a long way towards helping them feel like a VIP, although even more so if you remember their drink. People want to feel special, and this is what your customer service should give to them.
“Offering special treatment to your customers will help them to feel taken care of, and it’s also something they might be willing to pay more for.” 5 Ways To Improve Your Customer Service
Indeed, experts agree that it is better to put a lot of attention on the returning customer, rather than on the new customer. This is because there have been too many offers such as “for new customers only”, meaning that people have lost faith in them. Furthermore, retaining customers is as important as attracting new ones.
Remember that your customer is the most important element of your business. Without them, you cannot function. This does not mean they can have unreasonable demands, but it does mean that you have to anticipate their needs, treat them with respect and always be friendly (yes, even if their demands are unreasonable). If you know this, and you show you know this in your operations (through communication and general behavior), you will demonstrate that you care about your customer.