Excellent customer service is the cornerstone of any business.

As brands, we need to make sure that we keep our promise to our customers. On top of the products that we offer, we also need to provide high-quality service. If you want longevity for your business, it is important for you to offer excellent support to your customers.

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Why is customer service important? Here are some reasons:

1. Customers will remember how you treat their concerns.

Customers may forget what you said but they’ll never forget how you made them feel.

Remember that all concerns are valid. It doesn’t matter how cool or brilliant your products are. If your customer service sucks, people are not going to buy from you.

The worst part is, they will share their experience online. Dissatisfied clients will talk, and this will take its toll on you if you don’t handle it well.

So make customers feel that you value them. Listen to their concerns. Refer them to the proper channel, and find the right solutions to solve their concerns.

2. It can increase sales

Awesome customer relations is one of the best ways to market your products and services.

Satisfied customers usually recommend your products and services to others. It also increases your customers’ trust, especially when loyal customers share their experiences. They keep your revenue stream flowing through free marketing. It keeps old customers and attracts new ones.

3. It reduces problems

Awesome customer relations help reduce issues in the long run.

Most of the time, dissatisfied clients’ simple complaints can create a huge impact. Their dissatisfaction can spread fast, especially with today’s social media. You can turn this around by resolving their concerns as fast as possible.

Their concerns also give you an idea of what you need to improve on as a company. Feedback is a valuable tool you can use to create policies and improvements on your product.

So what can you do to improve your customers’ experience?

Make it easy for customers to reach you

Make sure that your phone lines and websites are accessible. Ensure that every post, tweet or email gets the attention that they need. Have a team member check for concerns posted online and make sure to acknowledge them.

Ask your clients how they feel about your services

Send them a customer service survey at least once a year and have them rank their experiences from 1 to 5. Ask for feedback on all aspects of your business. It is important to know what your clients think so you’ll know how you can improve your services.

Educate and train your employees

Your employees are the best brand ambassadors you can have. No one knows your products and services as much as they do.

Your team should also learn how to handle clients’ concerns and know how to resolve them.

Don’t forget to show appreciation to your employees. Reward them with incentives and other benefits. Give them the recognition they deserve and they will work to serve clients better.

Get to know and use must-have tools for your customer support team

Discover new work management tools and customer support platforms. These will make it easier for your team to track and resolve their concerns.

Here are some of the tools you can try:

  • Zendesk- It’s a software that puts all your customer communication into one place. Here you can view tweets, Facebook posts, and emails in one place.
  • Hootsuite- Designed for small teams and startups. Track a large number of social accounts. Create posts and address their concerns on different social media platforms.
  • LiveHelpNow- Personalizes the help you provide through live chat. It also offers quick knowledge base look-up functionality. You can also manage email tickets, onboard analytics, and even call management features.
  • DialogTech- It can give you a complete control and insight into every call. It also gathers information on each customer’s experience.

 

To err is human. There will come a time when anyone in your team can mishandle a customer’s concern.

But it doesn’t mean you let mistakes be mistakes. You need to take these mistakes and use them as leverage to improve your process.

Remember that happy customers are essential to your business’ long-term success. Stand out from competition by giving the best service possible and keep your customers happy.

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Herlene Somook is a creative entrepreneur and freelance writer based in Manila, Philippines. A graduate of AB Psychology, she was a Kumon Reading teacher for five years before jumping ship to the Business Process Outsourcing Industry, where she gained experience in Inbound Sales, Technical Support, Outbound Services, Lead Generation and Marketing. Today, she spends her time as the Head Writer and Content Strategist for NextStep Hub. She loves reading bedtime stories to her toddler son.