Prioritize Good Service: 6 Ways to Keep Customers Loyal
The area of customer service is one that is complicated and of significant importance. As more and more companies exist, businesses must prioritize good customer service – and learn how to gracefully manage social media criticism – in order to stand out from their competitors and maintain customer loyalty. A 2011 Customer Experience Impact Report tells us that 89 percent of customers began doing business with a competitor following a poor customer experience. To help you retain your customers, we’ve compiled useful tactics to help you streamline and fine tune your service.
Are You Connecting?
There are a rising number of businesses that operate primarily online, which makes it near impossible for customers to experience communication face-to-face. To offer a more personal feeling, consider offering video calls if you don’t have a brick-and-mortar building where your customers can physically visit.
Shows, events, and fairs offer the opportunity to build a personal relationship with your customers. If you have an office, hold an open house and welcome your customers to come in, meet you and see where you work.
Do You Have Passionate Employees?
Ensure your customer service team is comprised of the right staff. Whatever products you sell, make certain your professionals understand each one, and can help customers identify which is the best fit for their needs. Passion shines through each interaction with a customer; unfortunately, so does a lack of it.
Are You Over-Delivering?
The old saying “Under promise, over-deliver” is one that should be placed on a pedestal. If your product is similar to that of another company’s, your customer service can help you rise above your competitors. Go above and beyond to assist your customers during their experience with your business and they won’t forget it.
Are You Easy to Contact?
When customers have complaints or questions, they don’t want the run-around. They want to speak with someone right away. Not next week. Offer around-the-clock help if possible. If you can’t provide this service, make sure to contact customers as timely as possible. Try to make contact with them to resolve their issue within 24 hours. Do your best to not let 48 hours lapse. Make sure you have adequate staffing for all shifts to handle any issues that arise in a well-timed manner.
Are Your Employees Suitably Trained?
Customer service team members need unwavering patience and constant courtesy as they speak with customers who may be angry. Train your employees to equip them with the skills required to patiently handle even the most frustrating customers. Grant them as much power as possible to eliminate the need to constantly place customers on hold to seek manager approval before making a decision. Customers like when the person they are speaking with has the ability to help them and get things accomplished.
Do You Provide Personalized Service?
Make notes in your computer and track customer behavior so you can pull up the individual’s information and handle issues with ease. Treat your frequent buyers with top-notch treatment for their loyalty. Let them know you appreciate their business, and are sorry they are dissatisfied. Make sure they know you want to make things right.
The right customer service strategies can help your business compete with its competitors, stand out among the competition, and maximize your customer satisfaction. These tricks will help make your customers loyal repeat buyers who not only come back time and again, but also share the name of your business with others.
Megan Totka is the Chief Editor for ChamberofCommerce.com. She specializes on the topic of small business tips and resources. ChamberofCommerce.com helps small businesses grow their business on the web and facilitates connectivity between local businesses and more than 7,000 Chambers of Commerce worldwide.
