How Better Customer Service Attracts and Retains Better Clientsby Vaishali Gopi Digital Marketer
Customer service is an important part of every business. It doesn't matter if you are a big company that provides several products or if you are a small business that provides a specialized service. Giving your customers better support will mean that they remain happy with the services you provide and thus would want to work with you more. Customer service is just like babysitting although you may have to deal with fewer individuals. But like babysitting there will be times when your client is very happy with you, times when they are satisfied, but it could have been better or times when they are in an absolutely bad mood and are looking for someone to blame.
Clients rarely like shoddy service from the companies, and the best way to retain more clients is by providing them with the best concierge service that you can. How many times have you heard complaints about bad customer service? How many times have you complained about it yourself? By taking your own experience and ensuring that your customers do not have these complaints about your company can mean the difference between them coming back for your services or going elsewhere.
It is often found that the leading cause of dissatisfied customer service is the lack of attention that the customers get. For eg: if the customer support agent has a poor skill in using a free helpdesk ticketing system, then it affects the customers. Customer service representatives have to listen to the customer so that they will be able to solve the problem that they have. Here are a few great tips to ensure that your customer is satisfied which will, in turn, attract more customers and also retain them.
Do exactly what you said you would do
The worst possible scenario is promising something and not being able to deliver it. Never say yes to your customer if you are unsure you will be able to deliver on it. It is imperative that you say no to a task that you know you will not be able to complete.
You want your customers to remember what you did for them, and memorable service starts with being honest about your services. Don’t let your enthusiasm to please the customer lead you down the wrong path.
Don't directly talk money
Both the company and the client need to be clear about what is to be delivered before money starts to get involved. Spend time telling your customer about your services and your products, inform them about how they could benefit from choosing you. By not going straight to the money you will be able to ensure the customer that your services are worth the cost.
Listen to the problem, not the solution that the customer wants
Most customers come into your company with a clear idea of what they want. However, there are times when the request of the customer is misguided. Your customers are experts in their businesses, not yours, and it is your duty to give them the best possible service that you can. By listening to the problem, you can identify what the customer needs and lead them to the services that can give them the solution they need.
Be clear about boundaries
Although larger companies will be able to afford 24-hour customer service, it is not really necessary for every single business to offer the same. By giving your customers a clear idea about the turn around time for a support request you are providing them with your boundaries. The clearer your boundaries the better your customers will be at following them.
Check in Regularly
This is one of the most simplest advice to follow, all you have to really do is send out an update without the customer asking for it. By doing this, you keep your customer in the look and let them know that you are working on their project. The key to providing good customer service is clear communication. The more you communicate with your customers, the more likely you are to find a potential problem and fix it.
Own your mistakes and do it quickly
Mistakes happen you are only human after all, at times like this most business owners just go silent and do not address the mistake that is made. It is vital that the company addresses the problem and the reason why it happened and what went wrong before finding a way to fix it. This shows your customers that you have the ability to take the initiative even when you make a mistake. More customers will be attracted to someone who can get past road bumps rather than someone who gives up at the first sign of difficulty.
Your customers are probably paying a premium for your service, and they expect to be treated that way. Working with a smaller group of customers is similar to running a luxury hotel. When you differentiate yourself from the competition and show the customers that you are a listener and a problem solver you show them that you are not only skilled at the work you do but also that you are a reliable leader. Ensure that your service makes you irreplaceable in the eyes of your customers so that they not only come to you to solve their problem regularly but also suggest your services to their friends and family.
Created on Jan 31st 2019 04:12. Viewed 233 times.