Customer service is about building a solid relationship between you and your customers. Good customer service goes a long way as it shows that you are more than just a website with products or services, but a team of dedicated and reliable people. It has now become so important in the consumer’s journey that it can directly impact your sales. Here are 6 tips for what good customer service is.
1. Make a great first impression.
Time to dress to impress.
Do you remember the quote “Don’t judge a book by its cover”? While we try and don’t do all of this, consumers will quickly judge whether your business is trustworthy and reliable. For example, does your website have an online chat, contact form or FAQ section? Knowing that it is easy for them to get in touch with you will reassure them that you are a trustworthy company. One of the measures you can take is a chat popup where the customer service team member is available to show customers that you are online and that they are there to help if they have any questions.
You can go a long way with a good first impression. 40% of consumers will buy more if they have experienced good customer service, so if you do this right from the start, you will be right at home.
TO REMEMBER
Consumers will quickly assess whether your business is trustworthy and trustworthy
40% of consumers will buy more if they experience good customer service
2. Provide a short response time
Time is money.
Responsiveness is key to good customer service. Respond as soon as possible if you get a question from a customer. Even if it is something that you personally cannot resolve on your own, you can reply to the customer stating that you have handed it over to the correct team member and you will get a response as soon as possible. Customers value responsiveness from customer service. Like you and me, who are also consumers, we are not satisfied if we do not get the information we want quickly. And it is always better to confirm to the customer that you have received their response than to wait for it to be resolved.
A short response time will increase your sales as it shows them that you will be with them throughout their journey through the consumer. A reactive company helps them with word of mouth. Although consumers are quick to spread bad experiences, they will also talk about good experiences with their environment. This word of mouth is one of the best ways to get your brand out there with the help of your customers (and without them even knowing they’re doing it!). From personal experience, a reactive customer service team plays a major role in increasing your turnover, it is not just about delivering a good product / service, but a whole package including good customer service.
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TO REMEMBER
Respond to customers as soon as possible
Customers value responsiveness from customer service and can lead to word of mouth for your business
3. Don’t Ignore Negativity If You Ignore It
, it will not disappear.
If you’re reading this right now and you work in customer service, you’ve probably received a few angry messages from customers wink in the past … and do you know what good customer service is? Repair the damage and respond to it. The worst thing you can do is ignore them because that will only make them more angry! Let’s admit, we’ve all been one of those pesky angry customers at some point 🙈.
For example, you get a negative review on one of your product pages. Understand why the customer is not satisfied and answer them with a solution, be it a refund, a product replacement, or a personal coupon for the inconvenience. Your role is to fix the problem and go that extra mile to make sure they stay as one of your customers. I once had a friend complain to Marks and Spencers about socks that had holes after 3 weeks of purchase, they complained and the next thing they knew they got a € 15 voucher to the store! It’s amazing and amazing to see a company’s customer service team so committed to their customers.
TO REMEMBER
Good customer service is about repairing the damage
For example, always respond to negative reviews and try to understand why a customer is dissatisfied
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4. Adapt to each customer
We’ve all heard this before.
Recently I wanted to use a website’s online chat to query something and I only got automated replies. Now I’m all for technological advancement, but it’s so much better to have a real human answer you because in this particular case, the automated chat box got me nowhere.
Customer inquiries vary all the time, so it is essential that you adapt to each customer you have a question You have to:
Understand what your customers want
Think about how to approach them
Find a solution for their specific needs
It’s important not to roll out the same speech for every customer. What makes good customer service is that you adapt to everyone, for example, social media posts are visible to the whole world, so you should pay particular attention to how you write your response as your sales can increase significantly depending on is written on. social media.
TO REMEMBER
It’s important to understand what your customers want and how to approach them
Don’t give the same speech to every customer question, adapt your approach to every question
5. Remember to thank your customers
it takes are two little words.
Your customers make your business successful, so it is important that you occasionally thank them for their continued support. These two little words can go a long way for customers, making them feel special and likely to buy from you again… increasing your sales wink.
Examples of ways to thank your customers are:
Positive posts about your business on their social media accounts
Duration of loyalty to your company
Report a bug on your website that needed to be fixed
Certain thank-yous come with a small gift from your company, for example for a customer who has bought something from you for a long time. But whether it’s the perfect customer or an annoying customer, saying thank you is what makes good customer service.
TO REMEMBER
Your customers make your business thrive, so it’s worth thanking them every once in a while
Customers will feel special and are likely to buy from you again
6. Honesty Is Key
Don’t try to lie for this.
As much as we want to, we all make mistakes and it is best to admit them. What makes good customer service is to admit it and apologize to your customer for the mistake, instead of hiding from them.
For example, let’s say a user has found a bug on your website that makes them hesitate to buy your service or not. They send you an email and here you have to say thank you first for reporting the bug, but also apologize for the inconvenience caused, along with a fix so that they don’t go anywhere else. This is also where the factor of reactivity comes into play, show your customers that you want to solve their problem quickly and genuinely regret the inconvenience.
TO REMEMBER
It’s better to admit mistakes to your customers than to try to hide them
If so, apologize and come up with a solution
Conclusion
Customers are the focal point of your business and providing the best possible customer service for them will keep them coming back to you and bring you new sales as well. Stay honest, be reactive, find the best solution, and show your customers that you are there to help them with any question they have.
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