It is much cheaper to keep the customers you have than it is to find new customers, which is why you should always be on the lookout for ideas for improving customer service at your business. If you’re unsure of how to provide great customer service, don’t worry. It’s easier than you might think. That’s why we’ve compiled this list of the top 10 customer service tips for you. We even threw in an extra tip as a bonus!
Video source and more info: https://www.nextiva.com/blog/customer-service-tips.html
1. Get To Know Your Clients
Everybody likes feeling like they are known and valued. When you work in a business with repeat customers, you should always do your best to get to know as many of them as you can as well as possible. Little things like knowing about their work or family to ask a friendly question shows you care about them as a person rather than just a client.
2. Know Your Product
There’s no sense learning how to provide great customer service if you don’t know the product or service you are offering like the back of your hand. When a customer asks a simple question and you hesitate over the answer, it does not instill confidence that you know what you’re doing.
3. Inform Your Staff
If you’re not the only member of your company, it’s important that your staff knows what they’re talking about, too. While employees with minimal client-facing interactions don’t need to know every little detail of the company, it is still highly useful for them to be able to answer simple questions if asked. For anyone dealing with clients regularly, understanding the products and services you provide is a key part of how to provide great customer service.
4. Welcome Feedback
We all like to think we know what we’re doing at work, but sometimes the client really does know best. By giving customers an option to offer feedback, you show that their opinion is valued. Even if you don’t ultimately enact their suggested changes, it feels good being heard.
5. Respond to Suggestions
When you get good ideas from customers or are hearing the same thing multiple times even though you disagree, you should strongly consider listening and making changes. Ultimately, without customers there is no business, so listen to what your customers’ needs are, then meet those needs.
6. Keep It Simple
Don’t make the process of reaching you for support convoluted. The more hoops your clients have to jump through to make their complaints known, the worse they’re going to feel about the experience and, by association, your company.
7. Get Back to Them Quickly
Just like your clients don’t want to have a long process to send you a message, they don’t want a long wait to hear back, either. If it’s possible have an employee who gets notified immediately following a support claim and can act upon it, that’s ideal. If not, be sure you are still regularly checking for messages. Nobody should have to wait more than a day to hear back from you.
8. Ask Questions
If all someone hears on the other end of the line is formulaic platitudes, it’s easy to feel ignored. Asking questions to clarify their problem is an easy option for how to provide great customer service.
9. Provide Solutions
Acknowledging something is not ideal is great, but offering a solution is better. When you give a clear answer to clients, they leave the interaction feeling better about your company.
10. Remain Calm on the Line
Not every customer is going to treat you with respect, but that’s no excuse to lose your cool. Basic pleasantries like “please” and “thank you” go a long way for how to provide great customer service.
11. Don’t Give Up Too Easily
Create retargeting campaigns to attempt to bring back prior clients. From emails to texts, a simple message with a great offer can bring back a customer you lost in the past.