Your customers are the most important group of people to your business; without them, you wouldn’t be in business for much longer. But, whilst many business owners put a lot of effort into gaining more customers and marketing their brand, products and services to the public to generate more interest, it’s also just as important, if not even more crucial, to offer excellent customer service to ensure that you keep the customers that you already have. In this post, we’ll share some of our top tips to help you improve the standard of customer service in your business to encourage loyalty.
#1. Train Your Employees
Your employees are the first port of call for your customers; most of the time, it’ll be a shop floor worker, call centre agent, or a member of staff from the office who a customer will speak to first if they have a question or a complaint. Because of this, it’s important to make sure that they have a great impression of your brand from the very start and experience great customer service from the very beginning of their interactions. But, do your employees know exactly what good customer service entails? Whilst some people are naturally friendly with customers and able to keep their cool and stay smiling in a stressful situation, others find it more difficult to do so. Don’t forget that customer engagement today isn’t always face-to-face; your employees may benefit from a diploma in social media marketing online course to help them engage with customers via social networks, too.
#2. Listen to Customers:
Since your customers are the ones who pay into your business and allow you to make a profit, it’s crucial that you listen to what they have to say. Bear in mind that every decision that you make in your business will in some way effect your customers, whether it’s to discontinue a product line, make changes to the design of your website, hire more employees, or even completely re-brand your business. Before you make any decisions that influence customers, be aware that they are going to want to know about them and have their say. Give your customers plenty of opportunities to share their opinions and offer suggestions; listening to them and working to give them what they need will only encourage better satisfaction and loyalty to your brand.
#3. Remember… the Customer is Always Right:
Even if you or a member of staff know that a customer is wrong, it’s important to let any disagreements slide. Unless a customer is being verbally abusive to yourself or an employee, it’s crucial that you try and see things from their point of view and do whatever you can to make things right for them. Most of the time, customers don’t complain unless they’re seriously upset about something that your business has or hasn’t done. It’s important to listen to them calmly and determine whether anything has gone wrong. Even if you’re sure that your business has done everything right up until now, it’s best to do whatever is possible to correct the issue and redeem your reputation.
When running a business, the customers need to be at the centre of everything!