WHAT IS CUSTOMER SERVICE?
Customer service is the act of providing support to both prospective and existing customers by meeting their expectations both before and after they buy and use your products or services.
Customer service is always going to be one of the top factors that impact how shoppers perceive your brand.
Having the right customer service skill is the key that will help boost your business or brand and give you repeated customers.
You only need to balance your emotions to accommodate both the cool, snobbish, excessive customers or clients. Remember people aren’t the same, some customers can be frustrating, some are rude and feel like they are doing you a favour by purchasing your product or services.
Notwithstanding, you have to treat everyone with respect, patient and don’t let their behaviour get to you. You have to stay on the cool and calculated side.
Just forget about the quality of your product or service if your business or brand lacks the proper customer service etiquette. And the essence of founding a business or brand is to draw customers or clients and to fulfil their needs and wants. Customer service is more than just providing answers.
To help your business grow, you need to continually look at ways to attract new clients. If you don’t stay up to date and tweak your customer service strategies, you may struggle to keep your sales and customers funnel filled. There are more than enough strategies you can take with your service that can potentially draw in new customers.
This article will cover actionable ways to influence both new and old customers and cement their loyalty. It costs next to nothing and can easily be implemented with little planning and coaching. It’s not always about acquiring new customers but turning both old and new customers into loyal repeated customers and clients.
1. Welcoming new customers.
Come up with personalized ways to welcome new customers. Making your customer feel welcome is an important component of a positive customer experience. When a visitor signs up at your site by leaving their email addresses or placing an order. Send a concise, friendly and inviting welcome email or message.
Thank them for coming to your website and explain what services or products you offer. Then invite them to come back, this will leave the new customers feeling welcomed, recognized, and valued. Smile when you pick the phone. It’s often said that people can hear a smile over the phone. Positive energy is transmitted through your tone and inflexion.
The ability to truly listen to customers is crucial. You have to be attentive to pick what customers are saying without directly saying it. It could be about the product they bought and they could compare your product with the last one they purchased from you or with a competitors product. For instance, a customer can say, “This other product is better” or “It’s a shame that the product doesn’t look like it did on the commercial”.
Don’t sit back and reply with okay, alright and so on. Ask focused follow-up questions like what you can do to make their next experience with your company the best they’ve ever had or take the opportunity to ask the customer what would make them satisfied.
3. Closely track customers orders.
Ensure that customers products get to their hands safely and on time. And if something goes wrong, it could be a problem with shipping, missed deliveries and so on. Stay ahead by getting in touch with that customer or shopper and rectify the situation rather than waiting for them to contact you. You can even offer to give them a little discount if you desire. This attitude can save your business from a bad reputation.
4. Effective communication.
Always respond with positive language. A customer can take the tone of your message the right or wrong way. For instance, in a situation a customer asks about a product that isn’t available, make sure you have a better response than “sorry, but there’s nothing we can do” or “I can’t get you the product until next month”. These replies present you as someone who isn’t serious and not all customers will interpret
t your response the right way.
You can either say “the product will be available next month. I can place the order for you and make sure it is sent to you as soon as it reaches our warehouse”. This response is different from the first two responses.
Also, Do not send customers off or end the conversation with them without attending to their requests or complaints. Being able to close the conversation with confirmed customer satisfaction shows that everything has been taken care of. Make it a priority to keep conversations with customers simple and leave nothing to doubt.
5. Get details first.
Get to the root of the problem before firing a reply and instead of taking things personally. Demonstrate sincere empathy for a frustrated customer by reiterating the problem at hand. And take a genuine interest in solving their problems. Be deliberate and detailed oriented.
6. Appreciate repeated customers.
Don’t take these sets of customers for granted. Let them know you value their time and loyalty. They will be more likely to return. Treat your customers like you would like to be treated. Be courteous and gracious and put them first. Also, send them a ‘thank you” message once in a while.
It doesn’t matter how great your product is, if your customer is poor, people will complain about it and you will lose customers. Remember that every customer is different. So be flexible and patient with them.
Customers look for trustworthy, knowledgeable individuals to educate them on a product or purchase. Trust is one of the most important factors that build loyal customers and lead to a long-term relationships. Endeavour to gain customers trust and cement their loyalty by exercising the right customer service skills.