A common theme amongst many successful businesses is a commitment to provide excellent customer service, which helps them to stand out from the crowd and encourages repeat sales along with that rare commodity these days, customer loyalty.
If you want to provide great customer service and grow your business, there are a number of ways to achieve this aim.
Here is a look at what customer service actually involves, plus an overview of ways to check how you are performing in terms of delivering on your promises. There is also a look at how to use social media to your advantage.
Start with the basics
The secret behind good customer service is not exactly rocket science, in fact, the basics of looking after your customers are really straightforward when you stop and think about it.
A good starting point would be to know your products inside out and then know your customers and what they want, just as intimately.
On top of that, if you commit to continually provide a certain minimum standard of service and then always provide what you promise, you are well on the way to providing the levels of service that people remember you for.
A good trick to remember is that it is better to focus on making and keeping customers rather than prioritizing on sales. If you keep your customers happy and coming back for more, the sales will take care of themselves.
Monitoring customer service levels
Whether you run a small or a large business operation the fundamentals are the same. You need a way to constantly monitor how you are doing in terms of meeting customer expectations and service levels.
Many businesses are more flexible and transient than ever before so even if you are talking to customers via your mobile there is technology available to help you check how you are doing in giving great customer service.
An automatic call recorder app on your phone will help you to record calls for quality and training purposes, giving you the chance to hear exactly how customers are getting the levels of service you promise to deliver.
Social media matters
You have to accept that even when you work tirelessly to provide your customers with excellent customer service, things can and do go wrong at some point.
It is often the case that it is not necessarily how you failed the customer in the first place that has the biggest impact, but what you did to put it right that matters most.
Good customer service is also about taking responsibility for your mistakes. Social media is a very useful tool for publicly dealing with an incident and putting it right so that others get to see how much you care about your customers.
You will find that a large number of major brands are very proactive in using social media platforms as a way to solve customer complaints. They often respond very promptly to complaints in order to reinforce their reputation for great customer care.
Customer service has always been important but in the digital age, you have to use every way possible to communicate effectively with your customers and keep them happy.
David Aaron shares his tips on using technology in your business. His informative articles appear at a range of business blogs around the web.