In today’s business culture, customer service has become key to a company’s success or failure. The goal of all companies is primarily to maintain a good relationship with their customers in order to retain them as loyal patrons. Customer satisfaction remains an integral part of business operations. With the growing nature of business in today’s society, improving the Customer Experience has never been more important. Companies want to make sure that when a client or customer walks through their doors, they are greeted with satisfaction and an experience worth remembering. Here are some top ways how you can improve your customer service for better retention rates in your business.
Create A Good Experience On Your Website
A good website design will ensure customers who already know about your company can easily navigate to your products and services, while those who are new to your business can find out all about you and make a purchase if they choose. According to a Calgary web development agency, it’s important to spend time perfecting the look and feel of both your website and mobile site. If a customer comes to your site and is not able to find exactly what they are looking for, or if the product they want is out of stock, make sure you have a way for them to contact you as soon as possible. Contact forms should be prominently displayed on every page of both your website and mobile site because this is one of the most direct ways that customers can communicate with you about their concerns. Be proactive by making sure all important information from your company is available in a place where potential customers can access it.
Train Your Employees
Employees are the face of your company, and they represent you at all times. They need to be knowledgeable of their products and services, as well as knowledgeable on how to answer questions about new changes or added benefits of using your business. Proper training for employees will help them handle customers with ease and assurance, and the best way to learn is to practice. Practice makes perfect, so make sure you schedule regular training sessions for all of your employees. They will thank you by displaying good customer service skills.
Customers want to feel valued and appreciated, and one-way companies can accomplish this through incentives. Customers love free items, whether it’s a product or service. However, this does not mean you should be giving away everything in your store for free. Just offer a small token of appreciation to show your customer how much they mean to you. Another idea is to have discounts on certain products or services that may appeal to the customer when making purchases with you.
Delight Your Customers
Provide excellent customer service by utilizing policies that go above and beyond what is expected of you. For example, if a customer wants to return an item, but it is after the 30-day return policy period, do not just turn them away. Try offering an alternative solution depending on the product or service purchased. Maybe they can exchange the item, or maybe you can work something out where they pay a little less for their purchase. You can even try offering your customer a gift card as an incentive to return to your store.
Place Vital Information On Social Media
One way to let customers know about new changes and additions to your company is through social media websites like Facebook, Twitter, LinkedIn, and YouTube. Make sure you post updates about your latest deals or new products you are selling in your store. Customers will appreciate the information and may be interested in what you have to offer them.
While social media websites are helpful, it is important that you respond to customer questions and concerns. Try communicating with your customers through e-mail correspondence as well. This way, your clients will feel like they are getting the information they need in a timely manner.
Make It Easy For Customers To Do Business With You
Many times, the simplest solution is the best solution. Try using automated phone lines or computer systems for certain services, so you can monitor how many calls your company is receiving each day. Many companies have referral programs where current customers of yours can refer friends or family members who may be interested in doing business with you. By removing some of the stress of choosing a service or product, your clients will remain loyal patrons by making it easy for them to choose you.
Make Things Fun
Customer service should not be boring or torturous for employees, but instead should make customers want to come back again to your company. For example, if a customer has purchased multiple items at once from your store, make their experience more personal by simply giving them an individualized thank you card that contains a coupon code for their next purchase with your business. This simple token of appreciation can go a long way in making each customer feel like they are worth something.
If you know there is something wrong with your company or products, be the first one to let the customer know. For example, if you are not offering certain items you used to carry because they are out of stock, inform your customers instead of letting them have a dissatisfying experience at the cash register. It’s better for your company if you can tell them that an item is no longer available, rather than having them come back again only to find out it was never reordered. Reward your customer’s loyalty by being upfront and honest with them about any changes in your business.
Keep Things Simple
The number one way to improve customer service is by making everything simpler for everyone involved. The more complicated or tedious an experience is, the more likely the customer will become annoyed, which leads to negative reviews about your business. The best way to improve your customer service is by ensuring everything runs smoothly and efficiently at all times. This way, when a customer has an issue with your company, you can be confident in knowing it will be resolved quickly.
With these top ways of improving customer service, it is clear that customers are not just an asset or source of money. They are the reason you run your business, and without them, there would be no profit for you to make. It is important to keep this in mind with every interaction you have with customers, so they feel more valued than just some dollar sign on a balance sheet.
About the Author
James Daniels is a freelance writer, business enthusiast, a bit of a tech buff, and an overall geek. He is also an avid reader, who can while away hours reading and knowing about the latest gadgets and tech, whilst offering views and opinions on these topics.