How To Deliver Excellent Customer Service?
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Australian businesses lose $720 every time a client has a bad experience with them.
What’s more, it costs up to 7 times more to attract new customers than to retain existing ones.
And did you know that it only takes one bad experience for 50% of your customers to switch to a new brand?
There’s no doubt about it; delivering outstanding customer service should be part of your core values as a business.
Now that we’ve established how important customer service is for your business, let’s deep-dive into the 5 ways you can provide excellent customer service to your clients.
Customer Service Tips For Business Owners
1. Be Friendly
Some work days might be more difficult than others. You might have had issues with a supplier or a client or you might be dealing with some personal problems. And this can transpire in your work, particularly when you’re assisting your customers.
Yet, it shouldn’t.
No matter what happens during your day, you should always have a positive attitude, and be polite and friendly to your clients. Greeting customers with a smile and asking them how you can help is a no-brainer when it comes to customer service. Also, even if a customer is disappointed or angry, remain calm and friendly. This will help you appear professional while instilling trust and potentially de-escalate the situation. You can also use this tip to help grow your business reviews.
2. Get Back To Your Clients Promptly
There's nothing worse for a client than to feel like they’re being ignored. So, even though you’re extremely busy, try to always return phone calls or respond to emails within 24 hours.
And if you can’t address the issue within this timeframe, let the customers know when you’ll be able to get back to them with an answer.
They’ll appreciate you acknowledging their call or email and taking the time to keep them updated.
3. Know Your Products Or Services
How would you feel if you went to a car dealership and asked about the specific features of a car and the salesperson had no idea? Our guess is that you’d probably be disappointed and might even head to the competition.
Whether you sell cleaning products, beauty services, or cars, you should know your products or services like the back of your hand. This means that you should be able to answer any questions about your offering, including how to use your products, what are the advantages of your services over the competition or how your offering can solve their problems.
4. Listen To Your Customers
One of the best ways to deliver outstanding customer service is to listen to what your customers have to say about you. They might have useful feedback that could help improve your offer and customer experience in general.
Actively listening to your customers and taking their opinion onboard shows you genuinely care about them. Your customers will appreciate your flexibility and effort to implement changes to cater to their needs and will reward you with loyalty and referrals.
You should also be an active listener when it comes to your employees. Chances are they know more about your own customers than you do!
5. Adopt A Problem-Solving Approach
A best man once ordered a pair of shoes from Zappos for the wedding of his best friend. As the day approached, he became anxious about not receiving his shoes on time. He rang the company a couple of days before the wedding and was told his shoes had been sent to the wrong location by a third-party transporter. To make sure he would receive his shoes on time, Zappos express-shipped him a pair, free of charge. Not only did the best man become a customer for life but he also actively shared his story becoming an advocate for the brand too.
Wowing your customers by putting them first, going the extra mile to help them and consistently focusing on solving their issues is a sure-fire way to stand out and gain a reputation for great customer experience.
Insuring Your Business
Even though you might be doing everything you can to deliver excellent customer service, mistakes happen and you might inadvertently damage your clients’ property or hurt them. For instance, if you own a beauty salon, they could slip on a spill and hurt themselves. Or if you provide landscaping services, they might trip on one of your tools. Life doesn’t always go according to plan and incidents happen. So, make sure to check our free instant quote generator, where you can get an estimate on market-leading insurance in seconds.
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