- Why adding a personal touch is important
- 4 customer service tactics every business can use
- Why making it easy towards do business together with you is key towards support success
Customer service is one belonging to your strongest assets, yet are you doing all you can towards keep customers happy? Despite the advance inside technology plus new ways that consumers shop, good old-fashioned customer service is still highly valued.
According towards a survey via O2 published inside the Business Report, 70% belonging to people won’t forgive a business in case they receive bad customer service .
And furthermore, 71% belonging to consumers expect that they should be able towards reach companies quickly as well as easily .
And not only that, further stats stemming from the report include:
- 67% would tell eight belonging to their friends alternatively family members regarding the unsatisfactory service
- 20% consider it important for be able for send an email towards a brand in any time associated with the day
- 25% admit they would never use a small business that is not available online
- 78% research a business online previously choosing towards do business together with them
So how can you keep improving your customer service?
Do you need towards go back for basics alternatively should you get creative?
What you should be doing is for focus atop developing customer service tactics that suit your customers as well as your business goals, yet finding this balance isn’t forever easy – yet doing it will put you ahead belonging to the competition.
Four Customer Service Tactics due to 2020
As we begin a new year, we’ve put together four customer service tactics that you can implement within 2020 that have proven successful time as well as time again. Let’s get started!
1. Become more responsive
You must respond quickly for customer inquiries , if they contact you via phone, email alternatively social media. If you fail for do so, customers will lose patience plus go elsewhere. In order for improve your response time as well as track how well you are doing, use customer service software .
Customer service software provides detailed reports atop whenever as well as how you respond towards customers plus tracks how each one associated with your customer service team is performing. You can then reward exceptional service as well as provide further training towards those inside your team that are lagging behind.
Make sure your employees focus on top of how important it is towards respond quickly towards customers as well as consider implementing “ Service Level Agreements ”. And whilst your employees might not have the answer for a customer inquiry immediately, they should in least send a response that includes:
- Acknowledgement belonging to receipt
- Summary belonging to the message for show it has been understood
- Confirmation that you are taking further action
- An estimated response time
It is important you keep the customer informed hence they know you are doing all you can. And remember for be honest – provided that you are unsure, it’s usually best for say so. Last year, Social Bakers looked on how companies encircling the world use Facebook. The study revealed that although response rates atop Facebook continue for grow, 33% associated with customer queries are left unanswered!
And so, in case you’re going towards contact a brand via Facebook, don’t expect a response for each one associated with your questions. But, not all social media brand pages are created equal similarly to Twitter response rates appear towards much faster.
In fact, a report via the Wall Street Journal highlighted that travel brands are between the fastest towards respond towards customer queries on top of Twitter; accompanied by American Airlines responding towards 80% associated with all customer query tweets in 15 minutes – Now that’s impressive!
The bottom line – make sure your customer success team is provided accompanied by the right customer service tools as well as are giving their full attention for every communication channel.
2. Interact together with your customers
Getting for know your customers will enable you for more effectively meet – as well as even anticipate – their needs. Use social media, email as well as phone calls for find outwards concerning your customers things like;
- What do they like?
- What don’t they like?
- Are they happy accompanied by your service?
Finding the information you need is all regarding asking the right questions. Engaging accompanied by existing customers is vital, nevertheless it is in addition important towards interact together with potential customers as well as those whom shop accompanied by your competitors. Interacting is regarding starting a conversation, getting for know them plus telling them all concerning you. Exchange ideas, listen towards their feedback as well as be open for criticism hence that you can learn stemming from it.
Knowledge plus feedback doesn’t have towards come straight originating from your customers either. Your employees are atop the front line plus will pick up on top of the thing that your customers are thinking plus feeling . Encourage their feedback too.
3. Don’t forget, you’re a human
“People buy stemming from people” is often quoted within sales training courses because of good reason as well as it’s been something belonging to a customer service motto due to many decades. We often get caught up talking regarding tone belonging to voice guidelines plus brand personalities yet some associated with the most successful companies are breaking these rules. It’s simply humans interacting together with humans, plus consumers are more than happy accompanied by it!
In fact, a study via Dimensional Research found that 65% associated with surveyed respondents were happy accompanied by a customer service interaction as the person whose helped them was “nice”.
Don’t be just another faceless corporation together with no human touch. You are a human accompanied by a unique personality, emotions plus interests, therefore act resembling one. Your customers are much more likely towards stay on top of your side in case they see you similarly to a person, just similar to them.
4. Make it easy towards do business accompanied by you
Look on your complete customer journey stemming from at the time they first hear concerning your business for eventually making a purchase. Now look in how you can make this journey just as easy just as possible. If you can save your customers time, they will love you because of it. And in case you can think similar to a customer, make a note associated with anything within the process that appears difficult.
If you struggle towards do this yourself, ask your friends alternatively colleagues for help. Next, take a look in the competition. What are they doing wrong and, more importantly, the thing that are they doing right? The best way for start is for use simple, clear language within all associated with your communication therefore they understand the thing that the product is, which they can do accompanied by it plus which they have towards do towards buy it.
A great example associated with this is stemming from Riverford Organics , whom deliver more than 47,000 boxes belonging to organic food every week. Using their customer service feedback, they were able for identify that some people find a box associated with fresh vegetables turning up towards be quite intimidating just as they do not know which for do accompanied by it.
Armed together with this knowledge, Riverford Organics did something very simple – they provided recipes atop their website. They in addition offer a dedicated phone line that customers can call due to information concerning products they are not familiar with.
Start making changes towards your customer service routine today.
You can simply pick up the phone as well as interact together with a customer, alternatively have lunch accompanied by a customer service team member. And remember towards constantly focus atop the customer. If you can take away the hassle plus make them smile, you will beat the competition every time.
What customer service tactics do you have due to beating the competition?