5 tips to improve the customer service of your business
Customer service tips to make your business more reliable and attractive.
No matter how good your products and services are, the simple truth is that nobody will buy them if they are not wanted or if they are not needed. And you will not convince anyone that you want or need to buy what you’re offering unless you clearly understand how to offer a true customer service experience.
To achieve this, your company must have employees who enjoy working with the public, who are trained to answer questions properly and who understand the value of excellent customer service for your business. To achieve this, your job offer for this position must be clear from the beginning.
The 5 tips that will help you improve customer service
A recent study by J. D. Power Canada reveals the importance of prior service experience in customer retention. The survey states that 86% of the most satisfied customers always say that they would recommend the service offered. For that reason, you need to know what you must do to improve your company’s customer service.
1. Know your customer
The more you know about your customers, the more effective your marketing strategies will be. You must make an effort to discover the answers to these questions:
- Who are they?
- What do they buy?
- Why do they buy it?
- What do they expect from you?
- What do you think of your competitors?
2. Your business philosophy: your client’s satisfaction
Offering an excellent service so that your client is satisfied should be the main objective of your company. Why? The same study by J. D. Power reveals that customer satisfaction brings recommendations: 28% declared that they will definitely return. 25% say they will recommend the services of the company.
3. Provide memorable experiences
Tiffani Bova, vice president of Gartner, says that “the customer experience is the ultimate source of sustainable differentiation and the new competitive battlefield.” According to this statement, any company can offer a good experience. But to achieve differentiation in this time, companies must offer memorable and unforgettable experiences.
An example of a memorable experience is the digital kiosk tables installed by McDonald’s in its restaurants in 2016, in order to reduce customer waiting times. This single change translated into a 4.1% increase in sales.
4. If your client changes, adapt your services to your changes
Paul Greenberg, president of The 56 Group and author of the best seller CRM at the Speed of Light, defined the commitment with the client as “the continuous interactions between the company and the client, offered by the company, chosen by the client”. In other words, your client is the one who decides what to buy, how he wants to buy it, and most importantly, how he wants to be treated. Understand the language of your buyers so you can offer excellent customer service.
5. Avoid the frustration of your customers, increasing the commitment
Huffington Post published an investigation led by Stevan Kolsky, founder and director of Thinkjar. Kolsky emphasizes avoiding the client’s frustration. His research showed that 13% of clients talk to 15 or more people if they are not happy. On the contrary, 72% of consumers will share the good experience in customer service with 6 or more people.
Finally, Kolsky’s research demonstrates that excellent customer service can turn your buyers into ambassadors for your brand. Knowing your clients gives power to your company to know how to treat them. Also, increase your company’s commitment to focus on avoiding frustrations to your client.