How to Improve Customer Support, Get Positive Word of Mouth and Increase Salesby David Clark Content Producer
Customer support is not just about being gracious to your customers. It impacts how customers and prospects view your company as well as your bottom line.
Good customer support can help you:
· Increase customer loyalty
· Generate more sales from each customer
· Create positive word-of-mouth and good reputation
· Decrease barriers to purchase
Even though companies know the importance of good customer support, many continue to struggle with it. They find themselves in the limelight because of poor customer support.
In the age of social media, even a small problem can become big. Customers can blow it up on social media. Bad publicity can drive away potential customers and create dissatisfaction amongst existing customers.
Research shows that customers with bad experiences can cause significant damage. They are more likely to share it on social media, dissuade others from buying, and reduce their own spending with the company.
However, providing good customer support to win loyalty and business is not difficult.
At its core, good customer support is about making sure your customers feel they are valued, treated fairly, and appreciated by your business. Of course, you need to solve their problems. But if you treat your customers well and listen to them, they will give you a longer rope when they have a problem. You will be able to turn around even those with a bad experience if you treat them well and make amends for earlier mistakes.
Develop a Clear Vision and Policies for Customer Support
The first step is to establish a clear reason for your support team. Customer support is not just about answering customer questions. It includes every interaction your customers have with your company. If your support agents are clear about their role, they are more likely to create positive experiences for customers.
Implement customer support policies that address all aspects of customer experience and enable your agents to deal with them.
Put yourself in your customer’s shoes to anticipate problems and design solutions to delight your customers. Involve your team in the process, especially the front-line agents. They interact with customers, understand their pain, and may have solutions to those pains. You will get fresh ideas and get buy-in from your support team for your vision and policies.
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Created on Jul 4th 2019 05:13. Viewed 606 times.
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