Providing exceptional customer service is something that all businesses need to focus on. After all, what is a business without its customers? Nowadays, thanks to the likes of social media, if you do not give your customers the level of attention and service they expect, the whole world will soon know about it. Reputational damage like this is very difficult to come back from, which is why you need to nip your customer service mistakes in the bud today. Let’s take a look at where you could be going wrong with customer service and how you can fix it…
You make customers jump through hoops – Convenience is so important for customers today. Due to the dominance of online shopping and the fast pace of modern life, customers expect everything in an instant. If you remove or relax your current policies, you will find that customers will be a lot happier as a result. Of course, you should never compromise security in order to achieve this, but you do need to stop your customers from going through unnecessary steps.
You haven’t trained your employees – How do you expect your employees to deliver exceptional customer service if they have had no training in it? This is one of the most important areas of your business to master, and so it really pays to invest in training. Ej4 has a variety of lessons available, and they can cater their content to suit your business. This is great because it ensures you deliver the very best customer service for your target market in particular.
Failing to follow up after a customer services issue has been resolved – The key to delivering exceptional customer service is showing that you care about your customers. To do this, you need to follow up with a customer, as this demonstrates your team’s proactivity and that you genuinely care about the issue the customer was experiencing. Most importantly, it also replaces the last experience, i.e. the bad experience. You want your customer’s last experience to be the one that makes a big impact for how great it was.
You forget about how your customers feel – Let’s be frank; customer service all comes down to one thing – it is about how your customers feel. Customers view their experience with a business based on how they felt afterward. After all, if someone bought an amazing product from you, yet the premises were dirty, and the staff were rude, they wouldn’t be impressed, would they? So, when delivering customer service, you always need to have the customers’ feelings at the forefront of your mind.
You aren’t using customer relationship management (CRM) software – Last but not least, the importance of CRM software cannot be overlooked. Such software provides you with the tools you need to deliver exceptional customer service. You will be able to track the customer’s previous history with your company, as well as leaving notes that can help other employees whenever dealing with the customer in the future. You can also look for trends and opportunities for improvement by assessing customer data.