Great Customer Service in 3 Steps
Customer service is one of the most important aspects of any business. It can make or break a business, and it’s something that every business owner should take seriously. Regardless how good your product or offering may be, slip up here, it could be the end of the game for you.
In this blog post, I’ll discuss three steps that you can take to improve your customer service in any business. These steps may seem easy to implement but fail and they can have a huge impact for your business. Both for online and in person environment.
Step 1: Set clear expectations.
The first step to improving your customer service is to set clear expectations. (Both for your clients, your staff and you as the business owner.) This means letting your customers know, and implementing with your team, what your clients can expect from you in terms of response time, quality of service, and overall experience.
One way to do this is to create a customer service commitment promise. This document should outline your company’s commitment to customer service, as well as the specific standards that you will meet.
Your employees/staff should be involved in putting this together, that way they own it and will deliver it.
Step 2: Be responsive.
One of the most important things you can do to improve your customer service is to be responsive. This means responding to customer inquiries quickly and efficiently. In an in-person outlet, this means acknowledging them the moment they enter your business, make them feel as welcome in your business as you would in your home.
Customers expect to be able to get in touch with a company quickly and easily, and they get frustrated when they have to wait a long time for a response. Or in an in-person environment to be available to their questions or needs when they need it. (This one is a “Biggy,” there is nothing worse than hounding them when they enter your business and then when they need you, you suddenly on the phone or talking to another staff member)
There are a few things you can do to improve customer service for both online and in person. First, make sure that you have enough customer service staff to handle the volume of inquiries that you receive or customers in your business.
Second, use a customer service software or process that can help you track and manage your inquiries or asks. In person, make notes, and confirm the ask. Third, train your employees to respond to inquiries or requests quickly and efficiently, if they cannot give the client an answer straight away, walk them to someone who can, or don’t just send them to another exchange, transfer all the info to the person you transferring them to, so that they don’t have the explain everything again.
Step 3: Personalise the experience.
Another important way to improve your customer service is to personalise the experience. This means taking the time to get to know your customers, listen to them, ask a few questions, and then confirm what it is they are looking for or require. Then respond in a positive energetic manner, so that they know you care.
When you respond this way, you show your customers that you care about them and that you’re willing to go the extra mile to help them.
There are a few things you can do to create this experience. First, use your customers’ names when you communicate with them. Second, remember their preferences and past interactions. Third, give them 100% of your attention.
By following these three steps, you can improve your customer service and create a more positive experience for your customers. This will lead to increased customer satisfaction, loyalty, and sales.
PS: never promise something you cannot fulfil, that will wipe out all the event from above