Ways to Improve Your Business’s Customer Service
Many businesses fail to recognise the importance of customer service. Not only does it heavily reflect your entire business, it’s what customers will remember about you. From undertaking a customer service course to investing in new platforms to boost efficiency, businesses are able to improve their customer service using a method suitable for them. Find out how you can improve your business’s customer service in this post.
Invest in customer service training
There are certain skills that every customer-facing employee must know; without them, you run the risk of damaging your business’s reputation. There are a number of professional online courses or classes designed to develop employees’ customer service skills at all career levels. Management and strategy qualifications help combine customer service and management learning to improve the efficiency of team leaders and managers, whilst developing the knowledge of each team.
Take advantage of social media
Customer service is no longer restricted to a telephone call. Now that more than 95% of people aged between 18 and 35 are likely to follow a brand via social media, businesses worldwide have taken to social media to resolve issues their customers may have experienced. 71% of those are likely to recommend a brand based on a good social media service experience. Being where your customers are is the first step to improving your business’s customer service. If there is a lack of mention of your brand online, you need to identify how this can be resolved because the consumer has the power to shape a brand’s image on social media. You should consider your highest priorities and those that are second-tier. You should focus on responding to complaints from dissatisfied users first, before responding to a general enquiry regarding your product or service. Over half of social media users expect a response from a brand within the hour, so you need to be on top of new conversation at all times.
Offer a feedback option
Not matter how proactive your business is, not every customer will be satisfied with the service they are given. A good business customer service strategy is one that is revised according to personal customer experiences. What better way than to make your improvements based on an actual scenario? You’ll find out what worked well, what areas can be improved and the outcome of the overall service. Your business can then redesign its customer service approach based upon this feedback – never make assumptions.
Improve website user-friendliness
If your website is accessible on smartphones, tablets and laptops, you’re likely to have fewer problems than those only available on Android or iPhone devices. If your site still runs on an outdated site that takes a long time to load or is difficult to navigate around, you may experience a rise in enquiries. A consumer will visit your website to learn more about your brand and understand what you do. A website that provides little information often sets alarm bells ringing. Making the most valuable information available on your website not only puts minds at ease but creates less work for employees which saves money and allows more time to resolve real issues.
Now there’s no excuse for poor customer service. Good customer service is vital for customer satisfaction and the continued success of your business. Helping your customers politely and being accommodating makes all the difference – after all your customers are the most important people to your organisation.