We may be living in a world where customers can make decisions without ever needing human assistance. But despite that, customer service still remains a vital part of businesses everywhere. Nothing can quite compare to getting knowledgeable and valuable information when making a purchase, phoning in for an inquiry or even asking a question through social media. These are what make customer service important despite the advances of this day and age.
While companies may have hotlines to call for customer service, the question is: are consumers receiving competent customer service? Are all of their clarifications answered? Was the customer able to take away something valuable from the conversation? These are the questions that help make a great customer service.
In order to provide excellent customer service no matter what industry, here are five facts to remember:
1) Response time matters
Nothing angers a customer more than not being attended to. Time is precious and you should not waste it, especially when it comes to customers. A lot of companies use social media these days to answer concerns from consumers. Given the immediacy of social media platforms, customers expect to get a reply as soon as possible. The same goes for concerns voiced through email or the phone.
2) Customer knowledge is key
The best way you can serve your audience is if you know what they want and need. Personalization has become the norm in business these days. For instance, you run a coffee shop and have regular customers dropping by. Rather than just greet them warmly, why not offer something more like greeting them with their name. When taking their orders, you can ask if they want the usual or want to try something new.
3) Mistakes are opportunities
It’s nearly impossible to run a business flawlessly. At some point, something will break and the next thing you know you’re faced with a catastrophe that ranges from mild to severe. Then again, mistakes are part of business and are pathways to growth. Yes, you may have failed but it’s how you recover from that misstep that matters.
The one thing to remember about mistakes is that you have to find a way to fix them. When you constantly get complaints about a product or service, take the time to assess how much change needs to be done in order to satisfy customers.
4) Product knowledge is crucial
Knowing the good and bad about a product allows you to assist a customer better. Also, knowing the entire product line makes the customer experience even better. For example, if a customer is looking to buy a car but the one they want isn’t available on site. You could suggest to them a similar vehicle that would still suit their needs or offer to get in touch with them once the exact model becomes available.
5) Marketing can be done for free
Word of mouth advertising is still a big thing even in this increasingly digital world. A customer will not hesitate to tell their friends about the wonderful service they received. As such, part of your marketing has been done for you!
Customer service can make or break a company. Keep in mind that customers share both good and bad experiences, more so the latter. This is why every company must strive to provide the best customer service possible so it reflects positively on them.
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