There’s not a company in the world that can afford to have substandard customer service. Even the most successful ones, or the ones that offer products that people can’t do without, put a lot of effort into making sure their levels of customer service are up to modern standards. And if you’re a small business owner, then it’s definitely something you can’t afford to ignore. But you probably already know this, and have taken steps to make sure it’s of a high standard. The question is: how can you take it to the next level? We take a look at a few ways below.
Train Your Staff
All customer service is, really, is a conversation between two humans. One of those people is your customer, and the other is someone who represents your customer. It’s like in any other arrangement: how civil, positive, and all-around nice and helpful can you be? Most people want to be these things, but don’t know how: they are difficult things to master. But you can learn. Look at investing in customer service training for your employees - it won’t do any harm, and may very well do much good.
You want your customers to be happy, and try everything you can think of to make them that way. But there’s one thing that you didn’t consider, which is to just ask them what they want. By gathering customer feedback, you’ll be collecting all the answers you need about how to improve your service. They’ll just tell you outright what they want. Of course, getting the feedback can be tricky, but it’s not impossible. Once you’ve got enough replies, you’ll be able to come up with a new strategy that’ll implement that feedback.
It can be difficult to keep track of everything that you need to do with your customers. Feedback can be lost, complaints can be passed around, you can forget to follow up and make sure they’re enjoying working with your company, and so on. In this day and age, you don’t need to suffer through these processes all by yourself; there’s software that can help you. Implement things like live chat assistance, CRM, and client implementation software into your business, and you’ll have the tools you need to deliver first-rate customer service. Whatever aspect of service you’re having difficulty with, there’ll be a tool that can help remedy the issue.
See it Through their Lens
It’s easy to get bogged down with our plans and ideas for the business. It becomes a matter of following our goals and waiting to see who follows. While this isn’t necessarily the worst approach, you’ll always be served well by looking at your plans through the lens of your customer: how does it help them? Is it for their benefit, or yours? These questions will help to keep your customer at the focus of your attention.
Customer service is an ongoing process that will forever be tweaked. Start with the above, and you’ll be along the right lines.