“The customer is king.” It’s something almost every business will agree to, but actions speak louder than words! When it comes to service, what your customers say is far more important than what you say. Let’s look at what you should be doing to make sure that your reputation for customer service is a good one.
Once your customers have decided that they want their piece of what you have to offer, the speed with which you deliver will have a massive impact on their impressions of the service you offer. Florida couriers report that rush shipment has become the norm. To meet this requirement, they’re active 24/7. If you’re still relying on your on-house fleet, how fast can you deliver, and will it be cost-effective for you and your clients? Explore your options! Outsourcing may be a better solution.
There are still a few conservative industries with low competition that stick to business hours. The rest of us need to be aware that customers may need service at any time of the day or night. Making them wait doesn’t create a favorable impression. It certainly doesn’t make them feel like “kings.” Outsourcing customer service and support is often the most economical option. If you choose this route, be sure you’re opting for quality. If your call center doesn’t offer service you can be proud of, it will reflect on your business rather than theirs.
Do you get a sinking feeling every time you have to field a customer complaint? Change your attitude! A complaint is an opportunity to improve your service. Engage with your unhappy customer with this in mind. Consider what happened, what you will do, and when you will do it. How can you make sure that a similar problem doesn’t recur in future? Tell your customer about the actions you will take and remember to thank them for the opportunity to improve your service.
Your frontline staff has unique insights into customer experiences and opinions. Are you listening? Presumably, you hired people because they know their speciality within your business. Are they giving you inside information you can’t afford to overlook? Pay attention to people with specialized knowledge who are reporting to you with your best interests at heart. It’s why you hired them!
Which pain points commonly cause clients to contact your business? Your business’s aim should be to solve problems. If purchasing your products or services leads them to a new set of problems, you aren’t giving your customers something that will give them satisfaction. While most people may see “good service” as including the ability to help customers with product-related issues, a complete lack of those issues is the real goal for which you should aim. Are you using customer queries as a way to identify and address gaps in your product and service offering? If not, it’s time to sit up and take note.
Getting sales is great. It shows you’ve identified a need and are offering a solution that people are happy to choose. But your reputation for customer service is built on what happens after you’ve made the sale – and the impressions you create after you’ve received payment are even more important than ones you made before a prospect converted. Will your customers be back for more? Will they recommend you to their friends and associates? Your after-sales service will be among the deciding factors.