November 24, 2014 - By Customer care is one of the most important aspects of growing a successful business. Here are 10 tips and tools you should utilise to improve customer care.
Taking for granted that each and every customer matters is the quick way to ruining your reputation and damaging your ability to be successful in making and keeping customers in the future.
In an age where more and more business is being done online and reputations are made and ruined with a single bad interaction, it’s critical that you take advantage of every tool available to deliver the right type of service your customers want.
Listen
You should always listen to your customer. Allow them to rant as long as they need in order to feel heard and respected.
Empathise
If your customer has an issue, try to understand where they’re coming from. Use phrases like, “I understand how difficult that must be” in order to let the customer know their complaints have value to you.
Assist
If the customer wants one simple issue fixed, do your best to get it fixed immediately. Be there to assist the customer in getting the problem resolved in only one interaction.
Come Up With a Solution Together
If the customer’s issue is quite challenging, work with the customer to find a realistic solution. If the customer wants something done that is simply not possible, explain that you cannot fill their request due to company policy, but you would be happy to find another solution right away.
Develop a Relationship
When appropriate, try to extend the conversation to topics other than the problem at hand. For example, if you are waiting for a page to load on the internet you can engage the customer in a friendly discussion. Ask where they’re from or how they are using your product. This will let the customer know that you care.
Go Above and Beyond
Once you resolve the issue, go another step beyond what is required of you. Say your customer was dealing with a financial issue and you managed to fix it on the phone. Offer to send a confirmation of the fixed issue.
Use Email, Social and Instant Messaging
These services offer instant gratification to your customers, which is why more and more companies are using them as part of their customer support system. Customers like these systems because they often do not have time to call for a simple question. You should try to respond as soon as possible to make your customer feel truly valued.
Thank the Customer
Remember to always thank your customer for their business. Try to create a unique way of expressing your gratitude to make your company stand out.
Check In
After the issue is resolved, send a quick personal email to the customer to make sure they are happy with the service performed.
Ask Their Opinions
Ask your customers what they enjoy and do not enjoy about your business. Ask what can be improved and seriously consider the answer.
If all else fails…
Sometimes you have to face it: you might not be suited to dealing with customers. If this is the case, it would be better to hire a dedicated support staff (Randstad is a good place to start your search). The cost to your business of poor customer care is more serious than lost orders.
It can really damage your reputation. And in an age when business is being done increasingly online, your reputation is critical to your success now and in the future. Numerous examples exist of negative reviews persistently affecting consumer demand on a company. You do not want to be another example.
