Offering great customer service is not every company’s cup of tea. That is an area where you can take the advantage of offering good customer service, making customers happy and consequently engaging in repeat transactions with repeat customers and generating profits.
If every company would know how to master the art, there would not exist such a thing as bad customer service and every business would be flourishing. But, that is not so. Here are ten smart tips which you can use to master the art of offering great customer service and reaping its benefits:
Respond To Every Customer Request
It is much easier to respond to positive comments or feedback rather than negative ones, but that’s how you deliver great customer service. Respond to every customer request no matter how good or bad. Every customer deserves a response!
Pay Attention to Feedback on Social Media
Social media has opened many avenues and channels for both businesses to attract customers, as well as for customers to publicize their experiences. As long as you have thick skin and you are willing to learn from it, keep an eye on the feedback social media has about you. Remember that your response is not going to just one person anymore- that is both a curse and a blessing!
Pay Attention to Your Social Profile
If you are not paying attention to your social media profile or ignoring it, you are being shortsighted. It’s driving customers for you, so you might as well use analytics and strategize your social media approach to expand your outreach!
Respond In Real Time
It is unique for customers to receive a response in real time directly from someone who has dealt with the issue or understands it. Social media provides you that opportunity to connect and you must harness it.
Engage More Employees in Customer Conversations
A customer feels ecstatic when they see many employees are striving to solve the problem for them. They get that and it shows how much you are willing to go out of your way to care for your customers.
Teamwork Pays Off
It is important for all employees to understand the importance of teamwork. At a time of crisis, no employee should take their own path and approach. To deliver an excellent customer experience employees need to come together to work out a solution.
Empower Employees from Day One
From day one, incorporate creative and strategic thinking in employees. It will engage them mentally to make decisions for themselves in complex situations, which one usually comes across in customer services, and to deliver excellence employees need to reach their full potential.
Encourage Great Customer Service
When you empower employees to deliver excellent customer service, appreciate and encourage their positive attributes. Appreciation and applause go a long way in motivating employees in doing a good job.
Hold Back From Reactive Behavior
When you are following conversations about your brand on public forums, refrain yourself from reacting to negativity in the same way. It is never a good approach to debate with a customer.
Embrace Negative Feedback
Customers can say just about anything on social media these days and that should not bother you. Take the weight off it by embracing the negative feedback.