Customer service can make or break a business. People who experience positive interactions will recommend a business, while those who experience negative service will discourage others from engaging. If you want to impress customers with outstanding service, here are a few effective tips and tricks to get you started.
Recruit the Right People
Not everyone is cut out for a role in customer service. Be discerning about who you choose to hire, as this will directly influence the quality of customer service your business can offer. Recruit people who are experienced and can demonstrate patience and understanding towards anyone, even when under stressful circumstances. These traits will be a vital foundation for the ultimate customer service team.
Don’t Leave Customers Waiting
Whether it’s online or in person, leaving a customer to wait too long can cause frustration and resentment toward the business. Do your best to respond to emails or online queries in a timely manner and make sure that customers feel acknowledged, even if they must wait until someone is ready to serve them.
Consider the Customer’s Point of View
Empathy and understanding can transform a potentially negative customer experience into a positive one. Train your staff to talk to customers with a view to solving their problems rather than reacting defensively. Of course, it is also important to make sure that there are safeguards in place to protect members of staff from abusive customers.
Think About the Customer Journey in Your Store
In a physical store, how your customers experience the space will impact their overall impression. If they find it uncomfortable or unpleasant to be in your store, they will be less likely to make a purchase. Something as simple as background music for retail stores can go a long way to creating a positive environment for your customers. While this may not be about staff interacting with customers, it is how your customers interact with the store and business itself. Don’t underestimate the power of an inviting atmosphere.
Make Your Website Easier to Navigate
Customers expect reputable businesses to maintain functional and straightforward websites. Make sure that your business’ site is well designed and laid out in a way that makes it simple to use. Always be on the lookout for ways to improve it and keep it fresh.
Pay Attention to Feedback
In order to build upon experiences in a meaningful way and continuously improve your business, you will need to invite and listen to customer feedback. Offer incentives for customers to write reviews so that you can hear what suggestions or praise they might have. Knowing your customers’ satisfaction levels will help you to change course if necessary and make better decisions going forward.
Great customer service can make an ordinary business seem extraordinary. By hiring good people, valuing your customers’ time, working from a place of understanding, thinking about the customer journey, working on your business site, and listening to feedback, you can significantly improve your business and increase the likelihood of future sales.