Customer service today is one of the most important aspects of any business. Bad customer service can ruin a company. Good customer service can always be improved. See what you can do to improve your customer service.
1. Listen to your customers.
Your customers are a great source of learning. They would be glad to tell you how you can deliver better service if you are ready to listen to them. You can ask them in person or conduct a small survey. In any case you may be surprised with the number of things that your customers think you could improve.
2. Let customers get to know you.
Online business is much more anonymous than offline business. To assure customers that you will not disappear overnight, add some personal information to your website. This can be your office address with a map, some pictures of your office or your employees. Personal information can minimize concerns of accessibility, trust or safety.
3. Set and communicate clear standards.
Many small businesses do not have communication standards, because their owners think that they do not need them. As a result, all employees behave according to their own idea of good service. Does this look familiar to you? Here is the room to improve. Service standards ensure that the service is consistently good, in every location, from everyone, every day. And, of course, your staff need to know what you expect of them.
4. Be available to your customers.
People hate waiting. As well as they hate writing to nowhere. When you offer phone, live chat support, or email support, make sure that your customers can reach you via these channels. If you are not able to provide 24/7 support, specify your office hours on the website. If a customer can’t get hold of you when they need to, you could lose them forever.
5. Train your staff.
There are a huge number of staff training methods available today. Start from hiring the right people and continue with improving their skills, work at their motivation and objectives. Here is an example of a cheap and effective method: send staff as “mystery shoppers” to your competitors. Let them see for themselves what others are doing. Get them to share their experience and see what best practice you can adopt.
Good luck in improving your service!