Customer service – one factor because of which small businesses are preferred over multi-billion dollar international chains. The way a company treats its customers says it all about the organisation. You might be having the most competent product but if you fail to deliver a good experience to your customer, every other thing would go down the drain. The reason why a few companies are able to do better than others, even when the latter one is operating on a much larger scale, is customer service. It is becoming imperative for organisations to create a positive and memorable experience for its customers in order to attract them for repeat purchases. Retaining a customer is much more convenient than attracting new ones. And a good customer service ensures that customers are not just retained but they also go about and promote your brand further through word-of-mouth.
We are living in the age where there is extreme competition and everyone is running to gain their spot in this rat race. The best way to retain your position in this quest of who’s the best is impeccable customer service. Gone are the days when customer service was treated as a privilege. In today’s world it is nothing less than a necessity. Now companies are going to any extent just to provide a delightful experience to their customers. As the world is advancing technologically, businesses are also stepping up their game by providing such services which will ensure comfort to customers. Live chat, 24 hour telephone answering service, assistance through social media are a few techniques which are proving out successful in extending a supportive hand to customers. A lot needs to be worked upon when it comes to customer service.
Below mentioned are a few steps, which if taken in the right direction with diligence, can work wonders for your business:
Provide flexibility to your employees: When it comes to customer service, who are the ones providing it? Of course, your employees. They are the ones who are the face of your brand in front of your customers. By giving them autonomy to go an extra mile, if a customer wants so, can actually prove out to be a win-win situation. How? Well, your customers will realize the great service which is being provided to them— customers observe everything, especially the extra effort— and in addition to that you will be able to boost up your employees’ morale as you’re giving them the liberty to operate according to their own wisdom, thereby empowering them with the freedom to work according to themselves. A better training session along with some right tools would just act as a cherry on the already deliciously made cake!
Monitoring your social media presence: Social media is a powerful tool, especially in today’s age where everything is going digital. There are a lot of benefits which can be reaped out of a strong presence on the various social media platforms. The major benefit is that you will be informed about what your customers are talking about. Having a social media monitoring tool can ensures that you are always in the right light when it comes to your customers. Additionally, your proactive handling of issues and other customer queries on a public platform gives a perception to the masses that you care about customers and their problems, and hence, is very appeasing to your customers. Social media is one of the most powerful places to announce about your offers, discounts, upcoming projects, etc. In order to ensure that your customers can get in touch with you quickly, it is always a good idea to insert the details of the website and your 24 hour telephone answering service on your various media platforms.
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Rewarding your customers: Small things go a long way when it comes to customer service. By giving discounts, prizes and other special offers on a regular basis, you’re ensuring that you’re thanking your customers for being loyal to you. Customer service is all about making your customers feel valued and if you’re able to do so, they’ll be frequent buyers of your products.
Feedback mechanism: The gap between your service and customer expectations can only be identified and brought to notice by your customers. Rather than anticipating the problems on your own, it is always a better idea to hear about them from the horse’s mouth i.e. your customers. Feedback is one of the best ways to ensure that you’re stretching in the right direction.
Just by focusing on customer service, you’ll be able to create your own special place against the pack of other competitors, and this would empower you to gain a competitive advantage. Customers these days crave personalized attention and if you’re successful in delivering the same to them, you can be rest assured about your company’s prosperity.