Businesses of all sizes need to be concerned with one thing: providing awesome customer service. Even if you don’t have a full customer service department, you can easily make sure your customers are happy and keep coming back for more with these tips.
1. Start with a Great Experience
Whether you run a brick-and-mortar retail store, restaurant, ecommerce, or consulting company, customer service begins the moment you get a customer in your door or on your site.
Make sure your staff is trained to greet each walk-in pleasantly. Ensure your website is easy to navigate and appealing to the eye. First impressions matter, so make sure yours put customers at ease and ready to shop.
2. Provide Ongoing Support
This applies primarily to businesses who offer services or long-term relationships. When your customers have questions about your products or services, make sure they’ve got someone to answer them. Make it easy on yourself by posting a detailed FAQ page on your site, then having someone available via phone, chat, and email to answer additional questions.
3. Make Problems Vanish
If a customer should have an issue with your products or services, it shouldn’t be a headache to resolve. Remember that adage: “the customer is always right” and empower your staff to quickly remedy customer complaints. Process the return or exchange. Apologize for the issue. There’s no benefit in pointing fingers of blame; just accept it and move forward if you want to keep your customer happy.
4. Monitor Your Online Reviews
Pay attention to sites like Yelp, as they can help you understand how customers perceive your brand. If you have negative reviews, quickly respond to them in the same way you did in #3: apologize and remedy.
The reason to do so publicly is you want others to see that you’re proactive about fixing errors. This can counter the effects that low ratings and negative reviews can have; if you fix the problem, the reviews will get better.
5. Entice Customers to Come Back
If you’re continuing to deliver stellar customer service beyond the sale, your customer satisfaction rates will skyrocket. But go one step further and take measures to get those customers to make repeat purchases with you. Send them emails with special offers and discounts to lure them back to your store, restaurant, or website. Send birthday wishes (with a freebie) or random emails that surprise and delight them.
Customers want to be loyal to your brand. All it takes is treating them right.