It’s a new fiscal year for a lot of businesses. Targets are being set. Commitments are agreed. Customers are made promises.
And the big question that businesses face is how can they expect to grow and generate more revenue from their customer base and new customers if their customer service is not set at the highest of standards?
So, let’s take a step back and ask ourselves, what we can do to improve our service standard. I know it’s not rocket science, create happy customers and we’ll be the beneficiaries of their future business, right?
That’s all fine in theory, however, the customer service fundamentals need to be firmly embedded in the company culture. The service team needs to live, breathe and exude these principles and it must come across as positive in every single customer experience, whether it’s a phone call, an email, a live chat or a written document.
These are the building blocks that every customer service model can be built upon:
MAKE A GREAT FIRST IMPRESSION:
There will never be a better opportunity to stand out from the crowd than when a new customer is shopping around, and they encounter you. Be friendly, concise, careful not to push too hard and be respectful of their buying timeframe. Engage them in conversation and listen closely to what they need. Fulfil this interaction by completing any agreed follow up in a timely manner.
REDUCE YOUR RESPONSE TIME:
This can be an opportunity to stand out and exceed your customers’ expectations. A lot of businesses have their own turnaround times that suit them, but not always their customers. Having a habit or a mantra of consistently over-delivering builds trust long term. This article gives 5 ideas to reduce response times.
KNOW YOUR CUSTOMERS:
Always invest in the time it takes to research about your customers. Your knowledge of how their business works and the challenges they face will serve you well during periods where you are developing the business relationship. Research their Company website, Linkedin page, TrustPilot reviews, Glassdoor or Facebook pages to really understand their business.
BE HONEST AND TRANSPARENT:
If I don’t know an answer to a question, I will always profess to do so. And this is the case when I’m dealing with my clients and my customers. Your honesty and openness will establish your credibility and your integrity in the eyes of your customer.
PUBLICISE ALL YOUR CUSTOMER EXPERIENCES:
A lot of businesses out there will only publish the 9/10’s or the 10/10’s for superior service or if they are seeking recommendations or business introductions.
FORM LONG-LASTING RELATIONSHIPS:
Adherence and making these factors a habit leads to increased levels of customer satisfaction, added long term value, longer serving customer relationships and higher streams of revenue year-on-year.