Customer Service is somewhere where we can all outshine our competitors and really stand out from the crowd.
Did you know companies that provide the best customer service expand quicker and are more profitable? They also have an 80% greater chance of retaining their customers! Recognise the value of word-of-mouth marketing. If your customers love you, they’ll recommend you to people they know. So perhaps it’s time to revisit your customer service?
What should you consider for a good customer journey?
Some good practices to follow
- Be on Time for meetings so that your customers know they are important and valued.
- Be transparent and authentic.
- Follow up on your promises and do what you say you will at the agreed time.
- Under-promise and over deliver. Only promise the customer what you can be sure of delivering and if you can better your promise they will be delighted!
- Go the extra mile. Make an effort to go out of your way to help your customer. What could you do to add value to your service?
- Offer your customer options. When you have to say “no” to a customer what else could you offer instead?
- Express Empathy. You will always have customer who are not happy, how you deal with them is crucial. This means expressing empathy for your customer’s point of view, even if you don’t agree with them!
- Treat your customer as the most important reason you run your business, focussing on them at all times. Treat them like a valued partner with two-way communication.
- Your employees are as important as your customers. Don’t forget that your employees are your business and how you treat them reflects on how happy they are working for you and how they treat your customers. Make sure your employees know they are valued and tell them regularly!
- Making it easy for your customers to contact you is key. Make sure that your customers have your name and contact details.
- Create a system for supporting your customers.
- Smile – you’ll be amazed what a difference this makes when you’re on the phone or speaking to clients or employees!
What could you do to improve your customer service?
- Could you automate any part of your customer journey?
- Start serving them before they even become customers?
- Thank your customers in some way?
- Listen to your customers and remember things that are relevant to them. Include this in interactions with them?
- Show you are acting on their feedback?
- Show your appreciation with a handwritten note or gift?
- Check in with your customers after a sale to make sure they’re happy with their purchase?
- Share your learning with them?
- What problems can you solve for them?
I hope these tips have helped you and given you something to think about. Brainstorm to see what else you could come up with!
If you’d like support dealing with your tasks or brainstorming, please contact us.