There are many ways to improve customer service in your business. In most cases, it is highly profitable because companies who provide great customer service usually have a five percent higher profit than those who provide average or poor customer service. Furthermore, they usually get more customers because those treated poorly tell 20 people on average about their experience. Companies providing great customer service are likely to retain more customers who usually spend more on each order. Here are some tips for making your customer experience a more positive one.
Provide Customer Loyalty Programs
Rewarding your customers when they frequently shop with you makes great sense. There are many different rewards that you can offer through loyalty program management companies. You may want to give them a percentage off an order or give them a set amount off an order. You may also want to give them a gift for buying over a certain amount in a given period. Working with a professional management company allows them to answer customer questions and make sure that your program is administered fairly.
Provide Fast Knowledgeable Answers
Customers will not wait long for answers. Therefore, provide a tool that will help customers who come into brick-and-mortar stores answers quickly. If you run an e-commerce site, then provide a powerful search engine that allows customers to find answers fast. When a customer interacts with one of your employees, they should not have to go through their story five or six times to get the right answer.
Deliver Personalization
Since over 76 percent of customers believe that the level of service shows how much you value them as customers, make sure to deliver personalized service. Customers expect more personalized options than at any previous point in history. Educate customers by giving away free samples along with free tutorials on how to use the product. When possible, learn your customer’s names and use them often.
Rule in the Customer’s Favor Whenever Possible
Disputes happen in any business, but they are usually not worth losing a customer over. Instead, rule in the customer’s favor whenever possible. You may convert them into one of your most loyal customers who tells many others about how great your company was at handling their problem. Remember that the little bit of money you are losing now may cost you a lot down the road.
Make Disputes Private
Constantly monitor the internet for reviews of your company. If someone leaves a negative comment, respond in a professional manner. If they choose to get hostile, try to make the conversation private by inviting them to call you, give them an email to use or direct message them. Over 90 percent of customers trust online reviews as much as if a friend were recommending your business. Yet, they will be quick to forgive and forget if they see you handle it in a professional way.
Give Your Customer Service Team Permission to Act
Your customer service team should have permission to act in the way that benefits your customers and your company without consulting you. These employees should also not expect retaliation from you when they make a decision. If you honestly feel the employee was wrong, then use it as a teachable moment and move on.
There are many ways that you can exceed customer expectations. Asking your customers how you can meet their needs better is often a great way to start.
Lizzie Weakley is a freelance writer from Columbus, Ohio. She went to college at The Ohio State University where she studied communications. In her free time, she enjoys the outdoors and long walks in the park with her 3-year-old husky Snowball.