Is your company struggling to get to grips with customer service? If so, read on. We’ve pulled together five awesome tips to help you get back on your feet and provide your clients with the best customer service possible. All it takes is a little work in the right areas, and you will see the benefits almost straight away.
Install the right systems
First of all, have you got the right systems in place in your business? Make no mistake about it, if there is one thing that is going to make a customer’s experience worse, it is having a complaint and nobody to talk to. Your telephones need to be answered, and your emails have to be replied promptly. Make sure you communicate better at work in all scenarios – and not just to customers. You should have a plan and a system in place that can escalate issues to the appropriate level of management as and when problems arise.
Be nicer on social media
The problem with social media is that it can take much more than it gives. And if that means customers, you are going to be in for a rocky ride. One complaint on a social media channel can lead to the loss of many potential buyers, so you have to be quick to respond. However, make sure your responses are friendly and approachable. Not every business manages to do this, and the results can be catastrophic. Be sure to train your staff properly to avoid embarrassments like this!
Form a consistent message
However many channels you are using for your marketing, it is critical to have a consistent message. If you stray too far from the straight path, prospective customers will find it all too confusing. People like to know who they are dealing with, and mixed messages can lead to distrust. Sure, you can be slightly less formal on your Facebook page than you are on your website, but there needs to be a consistency that people can rely on.
Be easy to contact
Where are your contact details? Are they tucked away in the corner of your website where nobody can see them? If a customer cannot find out how to contact you, they will get frustrated and angry, so make it clear how people can reach out to you. Also, make sure that they get through to the right person. An angry customer with a complaint will soon turn into a livid one if they have to wait on hold while being transferred a million times.
Make use of surveys
Sometimes, you may not realize that your customer service is shocking. If you are guilty of all the crimes above, the chances are that a customer has never even got through to make a complaint! That’s why customer surveys are so important. They give people the invitation to offload and give you the opportunity to find out where you can improve. There are plenty of templates you can find online to run your own surveys, or you can use a service like SmartSurvey.co.uk.
Hopefully, these ideas will get you on the right road to customer service heaven. The choice is yours, of course, but unless you value your customers, you won’t have a business for too much longer!