Right now, there’s a lot of negative press for companies that are not delivering a good customer service. If you really want to stand out, then it’s so important that you rethink how your company treats your customers. The main reason why a customer leaves is because they feel as though you do not genuinely care about them. If you want to show them how you care, then this is actually super simple. You just need to provide them with an excellent level of customer service.
One of the biggest factors when it comes to customer service is speed. You have to make sure that you are responding quickly when your client is asking something from you. This is especially the case if you have an issue that is time-sensitive. The average response time of a retailer is around 17 hours, and this is not acceptable. 41% of customers have stated that being on hold is quite possibly their biggest frustration. If you want to help yourself here, then you need to make sure that you do not leave your customers waiting. A good example of this would be Lexus. Lexus once recalled some ES 350 Sedans. They asked all of their customers to bring their car into the dealership. Instead of asking them to sit in the waiting room while they worked on the car, they gave them a brand-new car instead. If you provide a product then make sure that your manufacturing process is on-point. If you work with materials then this industrial knife may help you to provide a more consistent result.
Know your Customers
Great interactions often start with knowing your customers and their needs. Customers love to be given a personalized service. If you want to help yourself here, then you need to remember their names and any previous conversations that you might have had with them. Starbucks launched a campaign that did just this. They wanted to improve the relationship that they had with their customers, and they have worked hard to try and promote inclusivity and acceptance at their stores. They launched a video that went viral and this worked wonders for their campaign.
Fix your Mistakes
Not taking responsibility for any of your mistakes is the best way for you to get a bad reputation. Transparency is super important when it comes to your business, and you should always make sure that you strive for a high-quality output if possible. If you do, then this will help you to make sure that you have a very high standard. If you make a mistake, then you have to make sure that you admit it. Don’t bluff your customers or try and make them believe that you are not to blame for the mistake. If your customer doesn’t receive their package on time because of a courier mistake then this is still your issue to handle, so try and be professional and make your customer feel as though they are completely supported every step of the way.
Photo by Andrea Piacquadio