6 Signs Your Business Offers Excellent Customer Service
Your business may offer the most amazing services and products, but how good is the customer service?The biggest mistake that small businesses make is not investing in a good customer service team.This mistake can make or break your business.After all, if your customers aren’t happy, your business won’t be either.
Here are 6 signs that tell if your business offers excellent customer service.
1. You Are Easy To Reach
Nothing frustrates customers more than a business that is hard to reach or doesn’t pick up their calls.If you are easily reachable, you are already on the list for best customer service!Make sure you have teams allotted for communication through other mediums like text and email apart from phone calls.Many customers like to textor use chatbots for simple queries as they offer instant solutions to their problems.You should also set up your customer support call system with minimal transfer of calls.
2. Your Representatives Take the Time To Communicate
Customers need effective communication and the reassurance that their problems will be resolved.Shutting down customers’ calls with short statements like “We will see what we can do” or “I don’t know what I can do” is a sign of uncertainty. Such responses are likely to agitate the customer.The representatives should be skilled at handling difficult calls from customersand be patient when communicating with them. They should also give a time frame within which the issue will be fixed.Train your customer representatives to communicate well, and your business will earn high points for its service!
3. You Own Up to Your Mistakes
No business is perfect. Everyone makes mistakes from time to time.If your customer calls you about a wrong order or has received a poor-quality item, the right thing to do is to own up to the mistake and devise a prompt solution.Don’t defend yourself or shift the blame towards someone else. The customer service representative should apologize on behalf of the business and cooperate with the customer.
4. You Provide Accurate and Practical Solutions
If your customer representative can offer practical and targeted solutions to the customers’ problems, well done, you have trained them well!There are tons of businesses with poorly trained customer representatives who don’t know how to handle the complaints. They either brush it off or give a general answer that doesn’t address the immediate issue.Practice being as specific as possible while providing a solution to the issue. This approach also saves everyone’s time.
5. You Follow Up With Your Customers
Your business may have a customer service team, but is it competent enough to ensure customer satisfaction under all circumstances?If you follow up with your customer to check if their issue is resolved, you can be well assured the service quality is outstanding!Customers will definitely appreciate the extra effort you take to check if they are satisfied with how their problem was resolved.
6. You Don’t Use the Same Response for Every Customer
Every customer’s problem is unique and needs to be addressed in a tailored manner. So, one-size-fits-all solutions are a big no.While there can be standard responses and solutions for similar problems, it is important to personalize your communication.Adopting a robotic approach will not make the customer feel valued. So, put efforts into being extra empathetic and understanding the queries before suggesting a solution!
Conclusion
Provide adequate training for your customer service representatives before they officially join the team.It will prepare them for difficult customer calls and help them maintain proper communication throughout the process.
