THE HIDDEN SECRET TO GROWTH:
For many businesses, 2019 is a brand new fiscal year. Targets are set, commitments and guarantees agreed, but have you thought about whether your customer service lives up to your standards and expectations? Is it efficient, streamlined?
How can businesses expect to grow and generate more revenue from both their existing client base and new customers if their service is not set at the highest standard?
Rather than rushing to set goals for new business and productivity, why not think about what you can do to improve your service standard? It seems so straightforward…. Create happy customers and benefit from their business long term.
In theory that’s fine, however the foundation of positive customer service needs to be firmly embedded in the company culture. You service team needs to live, breathe and execute on these principles across the board; whether it’s a phone call, face to face meeting, an email, live chat or a written document.
The building blocks that every customer service model can be built upon are:
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 approach 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.
There are a number of courses which can help develop empathy and putting oneself in someone else’s shoes, including our emotional intelligence training London courses. A personable approach, full of understanding and empathy toward the client can help win more business than a hard-headed attitude.
REDUCE YOUR RESPONSE TIME:
This can be an opportunity to stand out and exceed your customers’ expectations. A lot of businesses have turnaround times that suit them, but not always their customers. Having a habit or a mantra of consistently over delivering builds trust long term.
KNOW YOUR CUSTOMERS:
Always invest in the time it takes to research your customers. Your knowledge of how their business works and the challenges they face will serve you well as you develop the business relationship. Research their Company website, LinkedIn page, TrustPilot reviews, and Glassdoor or Facebook pages to really understand their business. Think about the language they use, their values and what matters to them.
BE HONEST AND TRANSPARENT:
If I don’t know the answer, be honest. Your openness will establish your credibility and integrity in the eyes of your customer.
PUBLICISE ALL YOUR CUSTOMER EXPERIENCES:
A lot of businesses out there will only publish the very best feedback, or harness reviews for the sole purpose of business introductions. Being completely transparent will cement your credibility and win business, but more than that, it builds trust.
FORM LONG LASTING RELATIONSHIPS:
Holding to these factors and making them a habit leads to increased levels of customer satisfaction, added long term value, longer serving customer relationships and increasing levels of profitability.