Customer service refers to the quality and overall standard of assistance and aid given to customers by a business. It can cover a wide range of experiences such as: answering queries, resolving issues, addressing concerns, and amending orders – all of which count towards the general prestige and reputation of a brand.
But why does customer service matter, can a business excel simply by offering good products? Broadly speaking, for a business to thrive it must retain a healthy number of loyal customers and to do so, it must ensure maximum satisfaction. After all, a happy customer is a returning customer.
Showcase active listening
Make your customers feel heard. Listen to and acknowledge their needs. While there may not always be a simple solution to their problem, a positive attitude, and a willingness to help will go a long way in achieving a positive outcome. Give them copious opportunity to voice their query or concern, address all raised topics and thank them for their time. When dealing with a product or service issue, remember that the goal isn’t just to solve the issue but also make up for any lost time or inconvenience caused. Finally, be sure to always follow up and ask for feedback. Not only does this show the customer that you value their opinion, it also provides insight into the good and bad aspects of your services, while promoting positive changes and growth.
Respond in a timely manner
Time is of the essence, and so it is imperative that all customer enquiries and requests are dealt with in an appropriate time frame. While it doesn’t get much busier than running a business, there are things you can do to help you take care of your customers. First and foremost, if your team is small make the most of automation. Whether it is via Facebook, email or other medium, an automated response system can provide a little extra leeway when it comes to a fast response. A simple, polite response ensuring the recipient that there message has been received and will be dealt with as soon as possible can be enough. Consider attaching additional ways of contacting, such as your business telephone number/email address, as well as your business opening hours.
Know your services/products
In order to offer your customers the best possible customer service, you should know the ins and outs of what you’re offering. Know your product/ service like the back of your hand; the more you know the more you can discuss and help with and the better you can showcase the benefits. Emphasise your knowledge and present all the advantages of your services, think outside of the box and cover all areas. Product knowledge shows passion, which in turn helps to build credibility and confidence in the eyes of your customers. Boost your efficiency and consider creating an FAQ sheet to help with answering some frequently asked questions. It will help you and your team deal with enquires in a more informed and quick manner.
Strive to problem solve
Always show your willingness to help. Don’t be afraid to be creative with your problem solving. Not only will this help to showcase your desire to solve the issue, it might also grant you some new ideas and perspectives when searching for the solutions. Be transparent and honest about the process but always showcase your efforts. Honesty and willingness to help are crucial for building stronger customer relationships and a better brand image. If for any reason you are unable to help or deliver on a promise – make up for it. Things happen and no business is perfect, but your ability to handle imperfect situations says a lot about you and your brand. Sadly, customers are more likely to remember a bad experience than a good one, so make sure to smooth out any mishaps, offer consolations and rebuild trust where possible.
Customer service can make or break a brand – it’s importance should never be undervalued, and so we hope you’ve found this read insightful! Should you have any questions or require any additional business support, we’d love to help. Get in touch:
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