There is no denying that the customer is king. Organisations with the best reputations all share one thing in common – excellent customer service. Most people associate customer service with picking up the phone and dealing with complaints or queries.
However, modern-day organisations can easily tell you that customer service is vast and expansive. There are plenty of different areas you need to focus on, but these are seven that you simply cannot afford to slack on. Keep reading to find out what they are!
Communication is key to delivering stellar customer service. Contrary to popular belief, you don’t need to hire staff to answer calls at all hours of the day. Instead, you can take advantage of tools like artificial intelligence and employ a chatbot to handle basic queries or automate routine tasks.
Refunds and Delivery
Customers value rapid deliveries and reasonable refund policies. Therefore, you should look for a reliable courier service, such as courierschicago.com, and clearly state your return policies on the website’s FAQ page. If customers are unsatisfied with the delivery or return process, they are unlikely to make a repeat purchase.
Everyone likes to be heard. However, there’s an important distinction between simply collecting customer feedback and making notable changes. Analyse your reviews and customer testimonials to see where you can improve. Once you make any changes, let your customers know by sending out an email.
Delivering a fantastic customer experience is no good if you only manage to achieve it once every blue moon. Make sure to be consistent in your level of service and keep up the positive reviews. Share your concerns with staff and train employees to deliver the customer experience you expect to uphold.
There’s nothing more frustrating than taking a problem to the customer service team and being presented with more problems. Teach your employees to be solution-oriented. For example, if a customer is unsatisfied with the product or level of service, send out an apology and offer a way to rectify the situation whether this be a discount or refund.
When you understand your customers, you can increase your sales revenue by sending out personalised offers. Even a simple birthday discount is guaranteed to go down a treat. Leverage your customer data and analyse shopping habits.
Last but not least, it’s important to practise empathetic understanding. One lost order may not seem like the end of the world to you, but you should treat it as such. Let your customer know you are listening to their queries and ready to help.
When it comes to purchasing a product or hiring a service, customers have so many different options to choose from. Therefore, you’ll need to appeal to your target audience through different avenues. One of the best ways to do so is via customer service. Make sure to keep your customers happy and grow a loyal clientele. We promise you won’t regret it!