The customer service you provide can make or break your business. Poor customer service can lead to bad reviews, negative publicity on social media and sometimes even legal problems. Providing great customer service can give you an advantage over your competitors, encourage customer loyalty and increase the chances of word-of-mouth recommendations.
Surpass Customer Expectations
Many businesses make the mistake of promising exceptional service, but then fail to deliver on their promises. Making grandiose claims about your products and services is a recipe for failure. It's far better to be realistic and honest with your customers. Setting realistic expectations also makes it much easier to impress your customers by delivering more than you promised.
Offer More Than Your Competitors
The standard of service offered by your competitors provides a benchmark for determining what customers expect. If you can offer more than your competitors, such as superior service, added extras or exclusive deals, you can gain an advantage over the competition and encourage potential customers to buy from your company.
Address Complaints Quickly
Complaints need to be handled swiftly, as unhappy customers are unlikely to make further purchases and may also use social media or other platforms to tell other people about their experience. Communication is the key to resolving complaints and preventing negative publicity. Respond to complaints as quickly as possible. If you need more time to investigate the complaint, get in touch with the customer to let them know you are looking into their claims.
Regular communication through emails, blog posts, social media updates and other platforms helps to build long-term relationships with your customers. However, communication needs to be a two-way process. Give customers the opportunity to ask questions, offer suggestions and request new products by providing contact forms on your website.
Let customers know you are happy to receive feedback through your website, social media accounts and other platforms. Customer feedback is extremely valuable for businesses, as it can help to highlight areas that need to be improved and will provide insights into what matters to your customers. You can also request feedback when launching new products or making changes to the way you run your service, as this will help to make your customers feel included and important to your company.
Providing great customer service makes all the difference when running your own business and can give you an advantage over your competitors. Surpassing customer expectations, offering more than your competitors, addressing complaints quickly, communicating regularly and asking for feedback will help to improve your customer service.