Raising Your Customer Service Game
Maintaining your customer satisfaction and loyalty is always of paramount importance, and it’s even more critical to adapt with each new year. Now that it’s officially 2022, take some time to internally review and revamp your customer service approaches and practices, and keep your business operating at the highest level.
Without further ado, here are 5 surefire suggestions that will increase customer service across the board and directly benefit your company:
1. Listen to Your Customers
Going back to the basics can be a wonderful thing. One of the basic tenets of human nature is that people want to feel valued and heard. Start conversations by asking questions and listening to the responses with empathy. A lot of times, this can de-escalate a small situation from becoming a problem. Beginning with common courtesy never goes out of fashion.
2. Use the Proper Technology
While some folks love to dial another person up, others don’t always want to chat on the phone these days. Some people like to use a messenger feature while others do not feel comfortable using that type of technology. It’s not just about a hotline number to call with questions or concerns anymore. Businesses need to have a few channels of communication. Sure, have direct numbers people can use to contact your staff, but keep in mind many folks prefer a digital messaging service or engaging in email correspondence — so you may want to invest in that technology as well.
3. Have Real-Time Answers
Of course, there is such a thing as “regular business hours” — but in today’s technology age, people want answers, and they want them now. If you don’t have the capabilities to have a 24-7 call response team or instant messaging, institute a few other basic courtesies to your clientele. Things like a Frequently Asked Questions (FAQ) page on your website as well as your basic operating hours and other pertinent info on your outgoing voicemail message can be super helpful. Also, institute a 24-hour response deadline for all emails and voicemails to ensure your customers feel heard.
4. Follow Up
Whether it’s good or bad feedback, businesses need to follow up in the most basic fashion in order to provide good customer service. Automated systems are abundant for those looking for alternate solutions. Don’t have the service staff to make hundreds or even thousands of informative or follow-up calls? Invest in a voice broadcast service to streamline the process! With a few simple keystrokes, you can create, schedule, and send automated calls or consumer feedback surveys to both mobile devices and landlines for an affordable price.
5. Keep Your Customers Engaged & Informed
It’s important to foster a continued positive relationship by keeping your customers in the loop and connected! There are so many more platforms to hit these days, and your business may want to try a few different avenues to see where your clients respond.
Some ideas include:
- Email Blasts or Monthly/Seasonal Newsletters – This is a pretty basic feature for most businesses, and it gives your clients the option of scanning their inbox and learning what you’re up to this month.
- Discount Deals and Promotional Giveaways – In connection with Blasts or Newsletters, offer your regulars/subscribers deals they wouldn’t normally receive, along with an occasional freebie. Your customers will appreciate the gesture and hopefully take advantage of the bargains!
- A Social Media Component…Or 5! – If you don’t have a business Social Media presence, why not? It’s convenient, relatable, and part of the normal consumer experience. To have your customers patronize your establishment and then post about it with pics and hashtags gains you more business. Get on board!
Final Suggestions for Your Customer Service Team
Everyone has heard the phrase “the customer is always right”…. Right? Well, that’s not always the case. Remember that nobody should have to put up with unprofessional conduct even if you’re on the receiving end of a customer complaint. Keep a positive attitude, and rely on your team members and support staff while you’re working to make sure everyone’s following the proper procedures.
