Delivering good customer service is one of the most important things a business can do to ensure growth and customer loyalty. You should consider exploring different options available to ensure you’re hitting it out of the park.
For example, you may want to look at working with a customer experience specialist or you may look at sending out surveys to existing customers to see where you can improve. Whether you’re a new business or you’ve been growing for a few years, here are 3 top ways you can maintain great customer service.
1. Get To Know Your Customers
It’s important to know your product so you’re ready to answer any query a customer may have, but it’s equally important to know who your customers are. Do they prefer to contact you via telephone or email? What times of day are they available? All these questions can be useful when making decisions within your business.
A survey can be good for figuring out what you may be missing out on and show you areas within your customer service you may need to improve on. By actively listening to customers when they get in touch, you’ll soon figure out where any gaps in your service are and rectify them.
2. Be Proactive
Sometimes things go wrong and you notice it immediately, but sometimes you’re in too deep to notice the trouble above and often this can be the case with customer service. Everything on the surface may seem okay. Targets are being met and there are no major complaints, but your levels of contact are still quite high. If you listen to calls or scan through emails, you’ll probably spot a theme.
For example, customers might say they’ve received the same email from you twice a day, or they had to wait a day longer for their package to turn up. These things may seem small, but in reality, they’re having a negative effect on your customer service. To ensure this doesn’t happen, the best thing to do is make sure your customer service is not only good but proactive. When communicating with customers, employees should be noticing anything that could potentially escalate and upset the customer experience. By catching things early on, you’ll see a great improvement in the delivery of your customer service.
3. Get Personal
Providing customers with a member of staff to talk to directly, either via telephone, email, or live chats, gives members a sense of individuality. They feel that they matter to you as a company and aren’t just hidden amongst a list of tickets.
A lot of the time, an issue can be resolved over the phone much quicker, so giving customers the opportunity to reach out to you will cut down any potential issues. Other simple touches can be offering discounts for birthdays or sending out samples with products. These little things show appreciation to your customers and create a wonderful customer service experience.