Customer service, awesome service
Don't just boast about your awesome customer service - create a system and take the steps to really mean it.
Start from the ground up and adequately train your employees. Invest time in refresher courses, dedicating efforts to revisiting classic methods as well as fresh innovations.
Systemise your service. Consistency is the key - customers will come back when they feel like they are appreciated, 100 percent of the time.
Nurturing your customers is low cost and effective. Make your customers feel valued.
"Excellent customer service is a competitive business differentiator."
Regular mailings (newsletters, articles of interest, thank you notes, holiday cards, etc.) and loyalty programs are the best ways to remain connected and to ensure your customers are being nurtured.
If you choose to make use of customer service strategies such as live chat options, social media outlets or email support, be sure to fully consider the ramifications.
Do you have the staff to support these options? Do these staff members have adequate time to devote to such endeavours?
Only offer services in which you can excel. It's better to focus on the 'less is more' model when it comes to support - unavailability is frustrating to a customer.
Select Client Relationship Management software (CRM) that will allow you to track all correspondence. Refer back to the CRM constantly to see where things stand, and take action to satisfy all customer issues.
Make please and thank you a company-wide mantra. Studies show that these simple platitudes can make or break a deal.
Know how to apologise when called for. Listen and be attentive. When dealing with customers always use names and activate familiarity.
"Your most unhappy customers are your greatest source of learning." – Bill Gates
Asking for regular feedback shows your customer you are dedicated to their needs and value their opinions. It also allows you to get unique insight and create new strategies based on experiences.
Utilise satisfaction surveys, comment boxes and customer advisory boards to gather your customer's feedback.
When in doubt, employ the RETAIL strategy:
Start from the ground up and adequately train your employees. Invest time in refresher courses, dedicating efforts to revisiting classic methods as well as fresh innovations.
Systemise your service. Consistency is the key - customers will come back when they feel like they are appreciated, 100 percent of the time.
Nurturing your customers is low cost and effective. Make your customers feel valued.
"Excellent customer service is a competitive business differentiator."
Regular mailings (newsletters, articles of interest, thank you notes, holiday cards, etc.) and loyalty programs are the best ways to remain connected and to ensure your customers are being nurtured.
If you choose to make use of customer service strategies such as live chat options, social media outlets or email support, be sure to fully consider the ramifications.
Do you have the staff to support these options? Do these staff members have adequate time to devote to such endeavours?
Only offer services in which you can excel. It's better to focus on the 'less is more' model when it comes to support - unavailability is frustrating to a customer.
Select Client Relationship Management software (CRM) that will allow you to track all correspondence. Refer back to the CRM constantly to see where things stand, and take action to satisfy all customer issues.
Make please and thank you a company-wide mantra. Studies show that these simple platitudes can make or break a deal.
Know how to apologise when called for. Listen and be attentive. When dealing with customers always use names and activate familiarity.
"Your most unhappy customers are your greatest source of learning." – Bill Gates
Asking for regular feedback shows your customer you are dedicated to their needs and value their opinions. It also allows you to get unique insight and create new strategies based on experiences.
Utilise satisfaction surveys, comment boxes and customer advisory boards to gather your customer's feedback.
When in doubt, employ the RETAIL strategy:
- Really welcome the customer
- Enquire about their needs
- Talk in their language
- Ask questions constantly
- Invite them to decide
- Leave them on a high