Excellent customer service should be a priority for any business.
Whether you deal doormats in Dundee or flog furniture in Felixstowe, the quality of your customer service is the difference between loyal punters and those who wouldn’t touch you with a bargepole.
However, as the online realm continues to grow, it’s unavoidable your firm will be expected to deal with customer complaints and enquiries remotely – which can result in your service standards slipping.
Quite simply, you can have the best product in the world, but if your buyer feels insignificant and the service is colder than an Eskimo’s septum, it won’t be long before your sales begin to drop.
As a result, it’s important to remember that, in an increasingly competitive marketplace, you should be going above and beyond in an effort to stay one step ahead of your rivals.
Need some help? Here are three easy ways to improve your firm’s customer service …
Sharpen Your Deliveries
There’s little worse than being given a delivery window of between 6am and 11.30pm, waiting patiently all day for the package to arrive, only for you to be left clutching at the curtains and foaming at the mouth by midnight as your delivery fails to materialise.
If this is how it makes YOU feel, think about what a similar scenario is doing to your poor customers.
Consequently, regardless if you’re sending a parcel to Australia or a box to Beijing, make sure you’re teaming up with a reliable delivery provider to get your goods to your customers on time. It really is that simple.
Take to the Twittersphere
Gone are the days of a strongly worded letter from a customer falling on your doormat. These days, unhappy customers will happily take to social media to vent their anger at companies failing to provide an adequate level of customer service.
From fuming on Facebook to tirades on Twitter, your organisation must be in a position to respond to complaints in a timely fashion. Why? Because bad reviews or negative comments can potentially be retweeted thousands of times – and that can leave your business in a very awkward position.
Welcome Customer Feedback
As a business owner, it’s easy to bury your head in the sand and assume your customers think the sun shines out your firm’s backside. However, if you were to dig a little deeper, you’ll find there are plenty of areas where you can sharpen up your service.
Therefore, don’t be afraid to ask your customers for feedback on your service, as it allows you to identify areas where you could be doing better – but it also helps you pick up on things your firm is doing well.
What are some other ways businesses can improve customer service? Let us know by leaving a comment below – we’d love to hear from you.