Customer Service 101: Providing Your Clients With a Positive Experience
The customer is always right. Regardless of your industry or niche, no company is sustainable without the satisfaction of their customers. However, for small teams and solopreneurs, replying to customer inquiries and feedback is often last on the to-do list. If that sounds like you, it’s time to take your customer needs more seriously! Keep reading for tips to help you improve your customer relationships.
Key Steps to Providing Excellent Customer Service
1. Knowledge of your products and services
This may seem like a given, but you and your team should know everything there is to know about your products and services. Naturally, when you’re knowledgeable about a topic, it’s easier to communicate with others about the subject. So having a thorough understanding of all elements of your business can help you answer customer concerns more efficiently.
2. Understand your customer’s journey
Who is your customer? What are their challenges? Why would they select you instead of a competitor? These are all questions that you and your business partners should have the answers to. When you know your customers well, you can anticipate any challenges they’ll encounter before, during and after purchasing your product or service. This will help you and your team be more prepared.
3. Train your staff
Now that you have a firm understanding of your services and customers, it’s time to train your staff. How do you want your customers to remember your business? On-board new team members to embody those traits, so your customers are left with a positive impression after every interaction. You can prepare your employees for success by creating scripting for specific scenarios, and compiling the main tenants of your company relevant data to help your team master your company’s values.
4. Improve your response rates
In order to have a satisfied customer in the digital age, fast response times are 100% necessary. Consumers who experience severe delays after contacting a company are highly unlikely to interact with that brand again. How long does it take you to respond to your customer inquiries? Take a look at your social media profiles and support email inboxes. If it takes you more than 24 hours to respond to a ticket, it’s time to improve your system.
5: Kindness is essential
Maya Angelou once said, “…people will forget what you said, people will forget what you did – but people will never forget how you made them feel.” This is an important concept to understand when thinking about your customer’s journey and training your staff. Always be kind in interactions with your clients, even if they are disgruntled.
6: Ask for feedback
Even if you’ve never had an issue with delivering a product or service, it’s very important to check in with your customers to learn how you can improve your business. Send regular email surveys for a chance to get their perspectives.