Customer service is the support or help you provide your customers when they encounter an issue with the service. Good customer service is considered essential for the healthy growth of any business, big or small. No matter what service you are providing, the first thing you want to make sure of is that your customers are satisfied with it.
After years of working in a market full of competitors, you’ll figure out that companies offering good customer service enjoy higher ranks and more perks than the others. One example of such companies is AT&T, not only they’re known for offering high-speed internet but their customer service is exceptionally remarkable too. And, just because AT&T customer service ensures to take care of their customers need and work the way out to meet their expectations, the company enjoys a high customer satisfaction rate too.
There are some basic tips you need to follow if you are in process of running a new business and want to improve your customer service.
- Practice active listening
Being a good listener is the key to good customer service. Listen carefully to what your customer is trying to tell and always listen to understand and comprehend the issue rather than just reply. Because when a customer feels heard then they feel respected and it is really important to make your customer feel respected.
Listening attentively to your customers will also help you grasp the actual problem they are facing so you can work to fix the actual problem.
- Ensure your availability
The very first thing you need to make sure for having exceptional customer support service is to be available for your customers. Availability of the customer support staff shows how dedicated they are to help or support their customers in times of need. Try to be available 24/7 and if you cannot possibly do that then mention on your online portals about the timing when your support service is active.
The majority of the customers also interact using the internet so make sure you’re present online to address their issues. Hire a team or train a staff that is attentive and responsive to all the queries your customers might encounter. Because if a customer is left unattended then they might go for another service which will answer them. This lack of presence will only lose you a loyal customer.
- Provide helping solutions
After you know what your customer is trying to tell you, proceed to provide helping solutions. The major reason for consulting customer service is that you want solutions to your problems or an answer to your queries.
So train your staff properly, provide them with all the information and product knowledge they need to know so if they encounter any customer with an issue they know the exact solution for their problem. Having a trained customer service staff will add so much more to your brand reputation as customers always remember how a brand responded to them.
- Take responsibility
One thing many services and brands don’t realize is that the customer is always right. So if they are pointing out a mistake in your service this means that there must be some room for improvement. Accept your mistake, take accountability for where did you go wrong, and ensure your customers that you are going to work on it.
This gives the impression of a progressive approach from the service. Customers also feel good about the fact that you consider them right. Admitting your mistake is a humble gesture from customer support service and it should be trained to your staff to accept where they are wrong and apologize for it.
- Do not over-promise
What customers hate about a brand or service is empty promises and over commitments. So try to stay true with your customers. Tell them the things as it is. Do not tell them that you are going to fix a problem in two hours when you know it is not going to take any time less than a day or two.
Empty promises will give your customers trust issues and they will not be comfortable with approaching you again for any issues. This will also ruin the reputation of your service as they will talk to other customers about how the service does not keep their word. So never make promises you can’t fulfill or give false hopes to the customers. Be honest as honesty is appreciated and encouraged by everyone.
- Focus on customer feedback
Always ask your customers to leave reviews or feedback online. This will add more to the credibility of your service. Reward your customers for leaving feedback too. This way they feel appreciated and special. If you reach out personally to thank them this will act as a grateful gesture from the company’s side.
Doing these small things will leave a huge impact on your service. It will give you a team of loyal and happy customers and will help your brand grow more successfully by leaps and bounds. Furthermore, when a new customer is searching for services online they go for reviews and feedbacks from other customers, the very first thing. So positive feedback from your customers online will bring you so many new customers eventually too.
Wrapping it up
Good customer service should be the center of all you’re putting into your business or brand. If you don’t have your customers satisfied by your service, then nothing else matters. By following the six simple tips given above, you can make your customer service better and watch how your business grows with it.