Did you know that there were over 30 million small businesses in the USA in 2020?
Many people have taken advantage of the positive circumstances of the last few years to start up the enterprise of their dreams.
However, in 2021 world conditions are far harsher than they were just a few years ago. Companies now have to work harder than ever to retain customers and keep their foot in the market.
Prioritizing customer service experience is one important way to do this.
How can you deliver an unforgettable customer service experience that will guarantee that your customers come back for more? Why not read on to find out?
Make Life Easy for Your Customers
If you want to create a great customer experience and get ahead of your competitors, take a leaf out of the books of some of the largest companies in the world and prioritize accessibility. What does this mean?
It means removing friction, obstacles, anything that stands between your customer and stops them from reaching you. They should be able to get the product or service that they want without any speedbumps along the way.
This often comes down to the user experience on your site or social media channel. If they are able to navigate to the service they want and find their way to the checkout without any hold-ups, you are convenient. If not you have work to do.
While people do enjoy the human touch, they also enjoy efficiency in their interactions with companies. This means that once you have welcomed them, you should have the digital tools necessary to help customers find what they came for quickly and easily.
A classic example is the clothing retail industry. Would we prefer a person to describe to us their product range? Or direct us to an image and allow us to peruse the selection ourselves. Sometimes digital does win out over the human element.
In addition, this also allows you to free up your human resources for other more complex tasks. While human assistance is important, we live in a digital age. Deploying these tools can lead to happy customers.
If you are interested in learning how to track and learn from customer behavior, when not check out the range of tools available from Decibel? They know that great customer experience drives loyalty and sales and can help you achieve that goal.
Your Biggest Complainers Are Actually Your Best Customers
Bill Gates once said that your most unhappy customers are your best source of information. In other words, you should embrace every opportunity to learn from your customers even when that means hearing some negative truths about your site or services.
His words still have great validity today. Each complaint is not only an opportunity to detect and correct a flaw in your service. It also allows you to address the complainer and show them that you take it seriously.
Many retailers take the following approach when dealing with complaints:
First of all, give the customer the satisfaction of seeing that we acknowledge their complaint and take it seriously. Even a few simple words acknowledging their emotional condition may be enough to achieve this.
Be quick to apologize. People are not quick to apologize in today’s stressful world. Doing this quickly and unequivocally will help you stand out as different. Prioritize this for major effect.
Next, show the customer that you are working to resolve and fix the situation. You can do this by sharing racking details of the ticket or detailing possible solutions.
Own the Issue
Want to show yourself responsible? Take ownership of the issue and follow it through to the end. The customer may never know you did this but you will secure the best end result which they will appreciate.
Act quickly. Move towards resolution and communicate quickly along the way. This will show above standard care for your customers.
Maintaining high standards of customer care is not always easy and does require a lot of energy. However, remember this: customer service and thus their experience of your company, is only as good as your last interaction.
The next phone call is a new opportunity to add another brick to the reputation of your company reputation as one that loves its customer base.
Create Consistent Response
From responding to complaints to your website design to your branding. Maintaining consistency across your channels is a key factor in building great customer service.
When they all have the same design and coloring it not only expedites their visit to your site but also builds a feeling of familiarity.
Whenever they log on to your site, Instagram page, or YouTube channel, their ability to navigate to the information they want removes friction and increases their likelihood of returning.
Have you ever heard the old adage of “under-promise and over-deliver”? In other words, you offer a good service but then work hard to do better and surprise your customer with above-average service. This pays dividends every time.
Doing the opposite is fatal. Overpromising and underdelivering sets you up for failure and means that you will quickly have a reputation for failure. Providing a better experience than expected is unusual in this world and will bring your customers back in droves.
Everything You Need to Know About Customer Service Experience and Much More
In 2021, it is not enough to have a smart brand and quality product, people are looking for a pleasurable experience from the moment that they start interacting with your site.
Knowing how to provide this type of customer service experience can make the difference between retaining your customers or not in difficult times.
If you would like to learn more about these types of topics, why not check out the rest of our blog? We write articles each week that will keep you informed and up to date.