We all know a bad customer service experience when we face it. You leave a store, website, or phone call feeling unappreciated, unsatisfied, and sometimes just pushed aside. It doesn’t matter how great a product the business is selling; you know that you never want to shop with them again. As an entrepreneur, you should already know how important your customers are to the business. To keep them happy, here are five ways to deliver excellent customer service.
Employ The Right Staff
The work of a small business owner is never really done, which is why most hire employees to help tackle some of the workload. You always want to employ the right people in your company, but when these individuals are customer-facing, it’s even more vital. This means that you should invest a little more time into the hiring process for these staff members. Once you’ve built up a great team, you must also provide customer service training and then repeat it regularly.
Have Support Always Available
When customers have a question or query, they want it dealt with immediately, rather than a few hours or days later. If you take your time replying to customers, it makes it seem as though you don’t care what they have to say. For this reason, you must ensure that you always have support available. If you can’t hire someone to man the phones every hour of the day, then consider investing in a chatbot instead. You can also provide your customers with a FAQs page.
Go That Extra Mile
Consumers expect businesses to do what they’re paid to and very little else. When you go beyond that, therefore it helps you to stand out. Because of this, you should find ways to go the extra mile. Rather than sending products through the post, for example, you could have a fleet of staff deliver them personally. This can be costly at times, but fleet risk management can save you money on accident-related expenses. You could also send discounts on special occasions.
Ask For Customer Feedback
It’s difficult to improve your service when you’re unsure of where you’re going wrong. With that in mind, you should ask customers for their feedback every time they make a purchase. This shows that you care about your customers’ opinions. If you receive negative feedback, it’s vital that you act on it and show customers the changes that you have made. Customers believe other customers, which means that posting this feedback on your site can help to build trust too.
Treat Everyone The Same
Many businesses treat new customers like VIPs. They give them exclusive discounts, offer better service, and much more, all in a bid to make them happy. The issue with this is that, once your new customers stop being new, this better service tends to end, which can lead to resentment. You must ensure that you offer all customers the same great service, or, the minute the special treatment stops, so will the sales.
A business needs customers to survive, so follow the advice above and treat yours well.
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