We’ve said it before – but we’ll say it again – as if you’re a business owner it a pretty valid point. The quality of your customer service – and your ability to make your clients happy – can make or break your business, along with your bottom line. Here are five easy ways for you to delight your customers, simply by tweaking your current approach to customer service.
Ensure every staff member knows your business inside out
This might seem like an obvious point, but you’d be surprised by how many teams are not fully trained in every aspect of how a business works. If someone answers the phone but has to put the caller on hold to investigate the answer, it doesn’t really give off the best impression. However, if every call is handled efficiently, following a best-practice workflow, with each and every query answered quickly and comprehensively… that’s one satisfied caller.
Be friendly, polite and responsive, no matter what
Again, a seemingly obvious point, but certainly one that should not be ignored. If your team is busy, appears harassed, or is juggling important client deadlines, people staff will not always come across as open and willing on the phone. There’s no doubt that the person at the other end of the line will pick up on the stress of the situation. Keeping unflappable at all times will give the very best impression each and every time you pick up the phone.
Stay on top of any queries and complaints
One of the most thankless jobs in the world is being the person who has to deal with customer complaints. But dealing with them in a positive and conscientious way can turn that experience around for everyone involved. The biggest tip we can give you when dealing with any type of negativity is try to deal with it head on. Be open and honest with your customers, showing them that they are being heard.
Invest in outsourcing the jobs your current team don’t like
It’s unlikely that you hired your current team because of their stand-out abilities to communicate over the phone. They are there to fulfil a specific role and, even if they might have picked up some of the customer service slack, call taking is most probably not their primary role. Consider outsourcing some of the customer-service tasks that your team is currently juggling, to ensure that every interaction with your business is beyond reproach.
Open the door to feedback… but then act on it
It’s important to open up a clear flow of communication between you and your clients, at different stages of your relationship. Why not arrange client feedback sessions for every project. It’s very important to make sure to evaluate this feedback and action it wherever possible. Show your customers that you’ve listened to what they have said and acted on it… everyone loves to feel like their opinion matters.