Customer satisfaction has become the Holy Grail for online businesses. Bad press can be far reaching, and cost you your reputation. This is why it’s important to get your customer service right every time.
As face-to-face contact decreases, we rely upon online channels. Such as email and social media to connect with our customers. How can we have meaningful interactions?
1 – DON’T BE A BOT
People like people. One of customers biggest pet-peeves is talking to a computer, not an actual human. It’s always important to have human interaction. Show empathy, understanding and let the customer know that you care. You have actually listened to what the person has said.
Offer the customer your real name and use theirs when you’re replying to a message. Ensure that you follow through with the question or complaint. Don’t pass the customer on to lots of other people. It’s annoying to re-explain your dilemma many times.
2 – TIME IS OF THE ESSENCE
Most customers expect you to answer their problem within 1 hour. Now we know this isn’t always possible if this doesn’t fall within business hours. It makes sense to check your emails and social platforms at least 3x a day within business hours. This allows you to respond to any problems within a 4-hour window.
Now on the weekends checking your platforms once a day should be enough. As the longer someone waits for a response the angrier they can become. If you are only available at certain times of the day. Easy! Make it clear to your customers the times that you are available to respond. Post the times on your website and social platforms. according to ‘J.D.Power’ , 67% of consumers have used a company’s social media channel for customer service. This number is only set to increase.
3 – REWARD LOYAL CUSTOMERS
Sometimes it’s important to do something unexpected, such as go that extra mile. Ensuring a customer gets a last-minute delivery or you staying open an extra 5min to help someone. Delivering exceptional customer service each day. Will reward you with a cult following, of loyal and happy customers.
Often customers will have passive complaints such as; ‘My order was incorrect. I don’t mind but thought you should know’
Never ignore these issues as no response will make your followers feel you are not listening to them. Use these comments to create positive experiences. Offer the customer an apology, credit or freebie. Everyone loves to get something for FREE.
4 – SHOW YOUR EXPERTISE
Ensure that whoever answers your emails, or questions is knowledgeable. Every staff member needs to be informed on all the products and services that you offer. As whoever responds shapes that customer’s experience. They can soothe a situation in an instant. Whilst an ill-informed or rude person could escalate a situation causing serious harm.
Be open and honest and ensure that you relate to each customer no matter who they are. Don’t treat famous people or bloggers differently to ordinary customers. You should be lovely to everyone.
5 – A CUSTOMER IS FOR LIFE NOT JUST FOR CHRISTMAS
Author Pete Blackshaw, has written a very famous book about customer service. He states that a happy customer will tell 3-friends about their experience. Whilst an angry customer can reach out to 3,000 people.
Research from ‘Service People Plus’ states that 86% of people in the USA would be willing to pay more for a product that was sold with good customer service.
Remember to reward loyalty with offers, deals and freebies for long-term customers. Often people offer deals to new customers when it’s a better strategy to reward long-term clients.
Have any stories of a company that delivered excellent customer service to you? Please share them with us below.