Customer service is extremely important when running a successful business. However, many businesses don’t realize the complexity and multifaceted world of customer service.
There are countless ways companies can garner a positive reputation among customers. However, customer service boils down to the fundamental aspect of human compassion. No matter what industry you’re in, if you genuinely care, then everything will fall into place.
When you care about your customers, you need to show them that you’re on their side and if something goes wrong, your goal is to make it right. If compassion is already your core value, then kudos to you because you’re ahead of the game. But if you’re new to the game, then don’t worry, because this article will help to guide you through the first steps of the process.
Okay, so your customers are of the utmost importance, and you know that, but where do you start when it comes to formulating a successful customer service initiative? Below are three bare-bones tactics that will help you get started, and if you follow them, then you’re well on your way to building an army of loyal customers.
All companies should adhere to the mantra, “The customer is king,” because without happy customers, failure is inevitable. The best way to make a customer’s life easier is to ensure that all processes are simple and clear cut. This is especially true when it comes to e-commerce because they don’t have the option to ask face-to-face questions. Purchasing products and signing up for services should be as simple as possible, and the same goes for refunds or cancellations.
Not only should their signup process be extremely easy, but your customers should be able to change their minds easily as well. If you’re running an e-commerce business, then having a cancellation page will show users that your brand is upfront and honest about every aspect of the subscription process.
If you’ve ever dealt with poor customer service, then you know that it can either make or break a company’s reputation. When you have a question or comment, the last thing you want is to come face to face (or ear to ear) with an employee who lacks the intuition and people skills that are absolutely vital within the customer service industry. On the other hand, when you interact with someone who is knowledgeable, friendly, and legitimately dedicated to helping you resolve the issue at hand, the difference is like night and day.
Companies that place a high value on their customer service will always strive to hire the very best employees, especially those who will be helping customers in person or over the phone. When customers have a positive experience, even if it has to do with fixing a problem that stemmed from a negative experience, they will always remember someone who provided excellent service. Also, it’s highly likely that they’ll return in the future and/or recommend your business to friends, family members, coworkers, social media followers, etc.
Building a good rapport with customers is very important, and more and more companies are catching on to this strategy. After all, it would be foolish for any company to assume that their customers are automatically dedicated to staying for life. Unfortunately, many companies get a little too confident once they experience that initial growth in profit and popularity.
Customers can leave at any moment, so the smartest companies are those that are constantly coming up with new and innovative ways to make their customers feel important and appreciated. There are several ways to invoke these feelings in your customers, and one of the most common is to offer exclusive deals and promotions that are available to current customers only.
By running exclusive offers, customers feel valued, and they’ll be more inclined to form a sense of loyalty to your brand, which is the ultimate goal of any business. Also, it intrigues prospects, so not only is this a great strategy for customer retention, but also customer acquisition (as long as you never forget your current customers).
Do you have any additional tips for growing companies who want to build a reputation for exceptional customer service? I’d love to hear your thoughts. Let us know in the comments.