Monday 27 February, 2017
Whole books have been written on how companies can improve their customer service. It seems exceedingly complicated but it’s actually simple. All you need to do is put yourself in your customers’ shoes. Here are five extremely simple things that any company can do to improve their customer service instantly.
Be Quick about It
Can you do anything you do for your customers faster? Speed is the key to good customer service. When a company replies and takes care of a customer quickly, it shows that the customer’s needs are a high priority. This is especially true in communications. Make replying to customers the first and most important order of the day.
Good customer service is personal and a company with a personal touch remembers stuff about its customers. Whenever a customer contacts you, remember every detail possible about them and the interaction you have with them. If this is hard to do, take notes. Create a file for each customer and pull it up the next time you deal with them. If you remember the details of your customers, this is very powerful in building a good relationship with them.
Thank you – two simple words that go a long way. You can never say thanks enough. After all, your customers are the reason why your company exists. Always thank everybody for everything, even if you feel no particular reason to. Say thanks personally, send out thank you emails and give thanks with free gifts and juicy discounts to reward loyalty.
Say You’re Sorry
Just like saying thanks, get in the habit of apologizing. Remember that apologizing doesn’t always mean admitting guilt or saying that the customer is right. It means, ‘I understand you’re having a hard time.’ But remember to apologize especially when you goof up and own up to it. Simply saying you’re sorry will defuse all but the most insanely angry customers. When companies don’t apologize, they lose customers instantly but it’s not a hard thing to do at all.
Ask for Feedback and Listen
Ask for feedback constantly and actually listen to what your customers say. This is how companies improve in the eyes of their customers. What’s nice about this is that it’s easier than ever to get customer feedback. There are now more communication channels open than ever before. Use this valuable feedback to make changes so that your customers can more fully enjoy your products and services.
Customer service should always be a first priority, beyond product development, marketing or anything else. It’s the foundation on which everything else rests because if your customer service stinks, your customers know they can get good products and services elsewhere. Good customer service is what makes customers loyal.