In an age where reviews carry more gravitas than ever before, it has never been more important to prioritize customer service. Customers today want more than a great product.
Consumers will judge businesses on the service they provide and the overall experience. In this guide, we’ll explore some steps you can take to ensure your customers have access to a superior service.
Customer Service Training
Customer service covers a wide range of bases and many employees are now required to interact and engage with clients. Some may take to conversing with customers naturally while others might not feel as comfortable during face-to-face meetings or telephone calls.
Providing customer service training can be beneficial for building confidence among your team, enabling employees to develop new skills and ensuring customers benefit from improved communication. Training workshops and courses can also help employees to understand the importance of customer service even when they don’t work in front of house, reception or shop floor positions. Poor service can put people off.
Customers might not visit again but they might also suggest that their friends and family swerve your business too. Word of mouth can be incredibly powerful and you want to ensure that every client would feel happy recommending your company or brand to others.
Providing Customer Support Options
Studies suggest that most people abandon their shopping carts or leave a site because they can’t find the relevant information or they have questions or queries. Providing accessible customer support options is an excellent way to boost lead conversion rates, reduce the risk of missing out on sales and enhance your brand reputation. You can improve customer support by offering a variety of communication methods and providing assistance outside of normal working hours.
You may wish to think about adding live chat to your website, offering instant messaging via social media or using a phone answering service for small business clients. If you can accept orders, respond to questions and provide quick and easy access to information, this will increase your chances of converting leads and attracting new customers. Effective support options can also play an integral role in helping you to keep hold of loyal clients.
More and more customers are looking to buy from brands that have strong relationships with their customers and companies that align with their values. Today, thanks to email, instant messaging and social media, it’s easier than ever for businesses to engage with clients and build relationships. Social media can be hugely valuable for product promotion but it’s also an incredible platform for boosting engagement and enabling businesses to connect with their followers on a deeper level.
Use social channels to get to know your customer, to tell them all about your brand and company ethos and to encourage them to keep in touch. If you have positive relationships with your customers, they will be more likely to buy from you again and to recommend you to others. It’s vital that customers feel valued. If you can make your clients feel special, this will help you improve retention rates and it will enhance your brand image.
When you run a business, it can be tempting to chase new customers and try to increase sales by slashing prices and offering discounts. While running promotions can be beneficial for raising awareness of new products or a new brand or up-selling specific items, increasing value for your customers is likely to improve sales in the long term.
Some customers will hunt for bargains and buy from retailers or brands that offer the lowest prices but many would rather invest in businesses that provide better value for money. There are several ways you can add value for your customers, including offering additional benefits or services and using high-quality materials. If you sell gifts, for example, and you provide home delivery, you could offer a personalization or gift wrapping service.
Feedback is incredibly useful for businesses operating across all sectors. Analyzing comments and reading reviews and suggestions can be beneficial for multiple reasons. Firstly, feedback can highlight weaknesses or issues that you might not have spotted.
Reviews give you an insight into how customers perceive your business and they can draw attention to problems or drawbacks. You can use feedback, both negative and positive, to make changes, respond to issues and improve the service you provide.
Another important benefit of feedback is gathering information and ideas from your customers. In business, it pays to give customers what they want. Listen to suggestions and take opinions on board. You may find that your clients would prefer more flexible ordering options or they may have ideas about new products or services you could add in the future.
Monitoring your performance in business is essential to keep up with the competition and ensure that your customers are happy. You can use techniques and research methods such as carrying out surveys, hosting focus groups, using data analytics and evaluating figures for sales, new customers and retention rates to gauge how well your business is performing.
Your research should enable you to outline and address areas for improvement and build on successes to ensure that your brand is able to grow and evolve. You can also use appraisals and one-to-one sessions to encourage high performance levels among your employees.