Customer service can set you apart from your competitors, whether in a good way or a bad way. You always want to make a good impression on customers, especially if you just started your small business. Excellent customer service is one way to turn a one-time customer into a loyal one.
Here are some customer service best practices you can follow.
Consistent Level of Service
Consistency is important in customer service. You should provide all customers with the same level of service. Loyal customers can become unofficial brand ambassadors. If they like the service you give, they are likely to recommend your brand to people in their network. You create this perception of your company through a consistent level of service. You can achieve this by creating and implementing a process that your team can easily follow. Everyone in your small business should know how important customer service is and your way of showing it.
Listen to Feedback
Improve customer service by listening to feedback. The comments, messages, emails and notes your customers leave are a mine of insights. You’ll know the kind of customer service you give them through these. Avoid brushing off a bad review and say it was just one irate and unsatisfied customer. Their feedback might provide you with insights you can use to improve your small business.
Rapport Matters
Small businesses have an opportunity to truly connect with their customers because of their smaller target markets. You can view this as a chance to develop rapport and customize the experience of each customer. Know their names, remember their faces, and take note of their usual orders. Go the extra mile for loyal customers. This can come in the form of free delivery, discounts, freebies, and special promotions just for them.
Look for People Skills
One of the customer service best practices often overlooked is the importance of hiring the right people. Look for potential employees that have good people skills. These possible employees are easier to train and already have the right personalities to face customers. The way they treat customers can make a long-lasting, good impression.
Set an Example
Treat your employees the way you want them to treat your customers. Be the example that your staff follows. When they see you treat customers a certain way, it will be easier for them to do the same. No matter how much you train your employees, the example you set will become their barometer for the kind of customer service you want to have.
Avoid Making Promises You Can’t Keep
Customers remember what you promise so don’t say anything you can’t deliver on. Bait-and-switch tactics turn off customers. If you want to promote something or offer a discount, provide its limitations from the beginning. Mention all the rules about promotions and be clear in communicating them.
Be a Problem Solver
Always provide a solution to problems that a customer experiences. Exhaust all means to help customers. This gives you the chance to earn the loyalty and trust of a customer. They can refer you to their friends, relatives or colleagues. They can talk about how your company went beyond what was necessary to help them.
These customer service best practices provide you with a competitive advantage. You earn the trust of your target audience by delivering first-rate service.
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