Your customers are the foundation of your business. Without their support, your business cannot grow. This is why customer service should always be a huge priority! If you’re looking to foster a more positive customer service reputation, here are some easy steps to take.
Customers will always appreciate convenience when it comes to customer service, so make it easy for them to connect with you. The first thing to do is make it very clear how they can contact you. There can be a dedicated customer service page on your website, a live webchat, or a customer service phone number that is easily found. The harder people have to work in order to contact you, the more frustrated they become and this can dampen your customer service reputation. When people are contacting customer service, there is already a problem or question in place, so you want to do your best to resolve the situation, not escalate it.
Another staple of good customer service is having a quick response time. About 71% of consumers believe a fast response will improve their experience. There are several different responses that you should be monitoring. First of all, you need to respond to their initial request quickly. This can mean answering the phone promptly, responding to a chat quickly, or returning an email soon after it was sent. You also need to make sure you address their concern in a timely manner. Customers want to have their issue resolved quickly, so find a solution and implement it.
Your customers will appreciate it if you make an effort to communicate clearly with them. Poor communication is often what leads to more frustration and it can negatively impact your reputation. You should make sure all policies are clear to your customers upfront. For example, if you have a return policy, make sure it is easily found and understood. When communicating with a customer, you need to listen to their side of the situation and clearly explain yours. Make sure they understand what you will be doing on your end to help resolve any issues. It can be helpful to ask questions along the way to see if they are confused at all and then resolve that confusion.
While not ideal, there will always be situations where your customers experience problems related to your business. But how you respond to their problems determines your overall customer service reputation. Make an effort to leave a positive impression on your customers!
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