Great customer service sets one business apart from the others. Even if your products or services are mediocre, you can outdo the competition just by treating your customers right.
Customer service should be at the top of your priority list.
If you're lacking in the service department or want to make improvements, here are six things you can do right now to make your customers happier.
1. Listen to Your Customers
Ensure that your employees or customer service agents actually listen to customers. Whether the customer has a complaint or a question about your products or services, active listening skills are required to provide the best customer experience possible.
Rephrase and clarify customer complaints to ensure that the problem is understood. Be empathetic to customers and reflect their feelings to show them that you're listening and care about their issue.
2. Admit Your Mistakes, and Take Steps to Make Corrections
Every business on the planet will make a mistake at some point. We are all human, after all – even those of us in the business world. Don't be afraid to admit your mistakes to customers, and do take steps to correct those mistakes.
Owning up to your mistakes helps build trust with customers and restores confidence in your brand. It also puts you in the driver's seat and gives you an opportunity to re-focus the customer's attention.
3. Train Employees to Deal with Common Customer Issues
If you run your business from a physical location, ensure that your customer service employees are properly trained to deal with common customer issues.
Employees should be well educated on your brand and your products or services. If customers have questions about the company or any of your offerings, any employee should be able to answer those questions (or most of them) without having to consult with a manager.
To provide better customer service, employees should be able to:
- Direct customers to the products or services they need
- Answer questions about the company
- Answer questions or make recommendations about products and services
Protocols should also be put in place to deal with emergencies. Employees should know exactly what to do if:
- A customer is injured on the premises.
- A natural disaster occurs, such as an earthquake or tornado, while the business is open.
- Violence breaks out.
Having protocols and policies in place for these types of scenarios will allow your company to respond quickly and potentially avoid liability claims.
4. Follow Up with Customers after the Problem is Solved
Customer service doesn’t end when the problem is solved. Follow up with customers after the problem is resolved to ensure that the issue is still fixed and that the customer is satisfied with your service.
5. Be Available to Customers
Make yourself available to customers. Take Skype calls if you run an online business, or talk to customers on the phone when needed.
Make sure that your brand is available on social media, including Facebook and Twitter. Even providing customers with a physical address can help foster trust and build reassurance.
If customers can never get a hold of you, they will get frustrated and may choose not use your services or buy your products.
6. Allow Customers to Provide Feedback
Customers want to know that their voices are heard. Give them an outlet to provide your company with feedback.
Surveys are a great way to get feedback and allow customers to tell you about their experience. Make sure that customers can also contact you directly through email, phone or social media to provide their feedback.
Encourage customers to voice their opinions. This valuable feedback will help you make changes that customers will appreciate.