Customer service is a broad term and it’s no wonder businesses struggle to get it right.
Did you know that it is one of the first things to drop off in a small business when the day is busy? It’s not always intentional, but it’s very important you know that the way you treat your customers is the difference between a happy returning customer or not.
Follow these 7 tips to make your customers smile every day.
1. Being Sincere
People buy from people and consumers are getting pretty good at knowing what they want. There's nothing worse than seeing straight through a fake staff member. If the employee isn't interested, then why would you be?
2. Understanding
Not all processes fit the needs of every customer that walks through the door. It is perfectly okay to empathise with a customer and nicely explain the business procedure, followed by an option that makes the customer feel like they aren't just a number.
3. Convenience
Been to a business that doesn't take eftpos? What about a street facing business that never has parking? It's your job to make purchasing as easy as possible.
4. Communication
Good communication means good business. Communication is the only way you can set expectations, convey messages, receive feedback and make your business personable.
5. Expertise
In a concentrated business market, it's safe to say that having the expertise in your field counts toward your reputation and the way your product or service comes across to the client. If you are good at what you do, then you're already ahead.
6. Flexible
'Can I order a side of mash with that instead of the fries?' Too often, your rules hinder the growth of your business. It doesn't mean you can't set expectations, but by saying 'NO' to your customer can leave a bad taste in their mouth. How about, 'you sure can, that will be an extra $2.'
7. An ‘experience’
There’s a transactional experience and there’s a positive emotional experience. Think about your product/service and how it makes them feel. Add elements of great customer service and you’ve created a positive emotional experience for your customer that will make them come back to you again.
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Jef Lippiatt, Owner at Startup Chucktown
A solid list for sure. Customer Experience (aka CX) is one of the things I speak and write about the most. So many companies have dodgy customer service and experience that I'd avoid them at all costs even if their options cost less. Bad service isn't worth the savings.