If your business is struggling with mediocre or poor customer service, don't worry - you're not alone! According to a study by American Express, 8 out of 10 businesses believe they offer excellent customer service, but only 30% of customers agree. That's a pretty big discrepancy! So what can businesses do to improve their customer service and make sure their customers are happy?
In this blog post, we will discuss 14 tips that will help your business deliver exceptional customer service.
1. Dig Into Leadership And Cultural Issues:
When it comes to customer service, the culture of an organization is key. Make sure your business has well-defined customer service values and goals, and ensure that everyone on the team understands what good customer service looks like.
2. Leverage ‘Secret Shoppers’:
Invite customers to act as ‘secret shoppers’ and provide feedback on their experiences with your customer service team. This provides invaluable insights into how your team is performing - and helps you identify any potential areas for improvement.
3. Rally Your Team And Create A Buzz:
Motivate your customer service team by creating buzz and enthusiasm around the importance of good customer service. Give them incentives to deliver top-notch service, such as offering rewards for particularly positive reviews or going above and beyond with their customer interactions.
4. Empower Your Employees To Take Ownership:
Your customer service team should be empowered to take ownership of their work, and to make decisions that are in the best interest of the customer. Make sure your employees have the tools, resources and training needed to provide excellent customer service.
5. Leverage Marketing To Engage With Customers:
Engaging with customers on social media and other digital platforms is a great way to build relationships and provide quality customer service. Leverage marketing techniques, such as personalized emails or targeted ads, to reach out to your customers and show that you value their business.
6. Go On A User Experience Quest:
To truly understand your customer’s needs and expectations, take the time to go on a user experience journey. Spend some time using your own products or services in order to get an accurate picture of how customers will interact with them. This can help you identify areas for improvement, as well as pinpoint any glitches that could be causing issues with customer service.
7. Evaluate Your Leaders’ Attitudes:
Take a look at how your managers and leaders interact with customers. Do they have a positive, customer-first attitude? Are they leading by example when it comes to customer service? If not, work on shifting the culture in order to create an environment where customers are valued.
8. Genuinely Care About Customers:
Your customers should always be your top priority. Take the time to build relationships with them and show that you genuinely care about their needs - this will go a long way in improving customer service.
9. Manage Expectations, And Go The Extra Mile:
Make sure customers understand what they can expect from your business, and strive to exceed those expectations. Go above and beyond in terms of customer service - whether it’s providing free shipping or sending a handwritten thank you note - little gestures like these go a long way in showing that you value their business.
10. Develop A ‘Service-First’ Mindset:
Focus on providing the best service possible, rather than selling products or services. Strive to give your customers an enjoyable experience that will make them want to come back again and again.
11. Always Escort; Never Point:
When dealing with customers, always escort them to where they need to go rather than simply pointing in the right direction. This small gesture shows that you truly care about their experience and are willing to go above and beyond to make sure they have a positive experience.
12. Ask Customers What Isn’t Working:
Invite customers to provide feedback on their experiences with your customer service team. Ask them what isn’t working and use that information to make improvements and adjustments.
13. Give Employees Tools, Resources And Training:
Your customer service team should have the tools, resources and training they need to provide an excellent experience. Offer ongoing training sessions to keep employees up-to-date on new trends or changes in the industry.
14. Set Companywide KPIs Focused On CX:
Establish companywide Key Performance Indicators (KPIs) that focus on customer experience. Track and measure your progress over time, and use the insights to drive improvements and positive results.
By following these tips, you can ensure that your customers have an excellent experience with your business each and every time they interact with it. With a focus on providing exceptional customer service, you can build stronger relationships with current customers and attract more new ones in the future. Investing in top-notch customer service is one of the best investments you can make - it will keep customers coming back again and again.