When was the last time a client praised your company’s customer service?
Customer service is an essential part of your business experience. How your staff serves customers can drive people away and make them never return, or it can enhance the buying experience and encourage shoppers to buy more and even refer others.
Happy customers can help you build credibility and bring in more business – research shows that 77% of customers are likely to recommend a company to a friend if they have a positive experience.
Here are some ways you can improve your business and customer loyalty through great customer experiences –
Be open to feedback – To provide quality experiences, you need to first understand their needs, wants, struggles and pain points. Collecting and collating this feedback will help in making better decisions. You can carry this out in various ways; telephone surveys, email surveys, rating systems etc.
Doing this gives you insights into areas of improvement, but it also makes your customers feel valued, heard and understood. This helps establish trust and loyalty.
Strengthen your customer service team – Hire the right people, train your people and equip them with the appropriate tools they need to do their job. Your customer service team must have the right soft skills to do the job. Don’t hold back from training your existing staff with these skills; you can get them trained for FREE with Jobberman’s soft skills training. Visit www.jobberman.com/softskills to find out more.
It is also crucial for you to track the performance of each of your frontline staff. You can use insights from such ratings and reviews to track the performance of each customer service representative.
Appreciate good work – Just as you might want to penalise for a bad performance, you should also praise for a job well done. By recognising and rewarding top performers in your organisation, you boost productivity and improve your business.
Fix your mistakes – It’s one thing to request feedback, and it’s another thing actually to take action on the feedback given. Not fixing up and taking responsibility for your mistakes is a sure way to grow a bad reputation for your business. Strive for feedback but take action and steps to fix your business issues. This shows the customers that you listen and care enough to do something about it.
Sell experiences, not products – You might have telesales agents in your organisation making phone calls day in day out, trying to sell your long line of products. But what happens when they stop picking up? Nobody wants to get phone calls every day just to hear about some products. Create strategies where you get to know your customers and relate with them more personally. Go the extra mile to have check-in calls, happy birthday texts etc. These little efforts will go a long way to ensuring you remain top of mind for your customers.
At Jobberman, we understand the power of service, which is why we consistently strive to become 1% better in our daily interactions with customers. To mark this year’s customer service week, we’re going the extra mile to offer you a 20% discount on all our products! Visit www.jobberman.com/customer-service-week
We appreciate you because you are the heart and soul of our business. The achievements and accolades we have enjoyed are not without your unwavering support. Thank you for supporting and keep supporting. Happy Customers Service Week!