Offering great customer service is one of the most important things you can offer a customer. Great customer services leads to brand loyalty and customer referrals.
Did you know that 95% of people with a bad experience will share it with their network? Whether they are talking about it privately or publicly on Twitter or Facebook, one bad experience could affect hundreds of people.
How can your customer service be improved? Here’s a list of 5 ways:
1. Listen well.
Customers have a lot to say. Some good, some bad, some ridiculous. But all the same, you should be listening. Be open to hearing what they say because not everything will be a complaint. They may have a great idea on how to improve your product/service. Make sure by the end of the talk, they know they’ve been heard.
2. Respond quickly.
Customer service needs to be fast and everyone expects this these days. This doesn’t mean that you need to have a solution in 5 minutes, but open the dialogue and communicate to the customer that you are address the issue. Use a customer support tool to help here. Keep the customer up to date as this will help make sure they understand that you are doing your best to rectify the situation.
3. Be accommodating.
The old saying “Customers are always right”, isn’t factual. But companies do need to accommodate their customers. Whether that’s rescheduling a meeting last minute, sending out a replacement product, providing a discount or refunding a customer. Do your best to understand where a customer is coming from as they are probably not the only one!
Go the extra mile to make sure that the customer is pleased whenever possible. Rush ship that product, offer a discount on their next purchase, send a follow up email with an update on their feature request. Add that extra little bit to build brand loyalty and get your customer talking about how great your service is.
A great customer service experience results in additional sales 42% of the time business-to-consumer and 62% of the time with business-to-business. Follow these tips and you’ll be on your way to building a loyal customer base!
Learn more about Snappy Customer Support.