It comes as no surprise, that half of small businesses fail in the first few years. It's not easy to launch a new product, as well as single handedly manage everything including accounting, technology, growing a customer base, and fend off the competition - all at the same time. Offering amazing customer service can make the difference between a small business that grows and a small business that fades.
Here are a few tips and tricks that will teach you how Customer Service can help you beat the competition, and make your business grow.
( 1 ) Be personal
This is the most essential tip. Show your customers (potential or existing) that they can trust you by establishing rapport and trust from the start. Make sure you display your name when you reach out to your customers. Ask them for their names, and make a connection. Make sure you are not trying to impress your customers by using robust vocabulary, impress them by solving problems quickly and efficiently instead.
People know when you are truly trying to help them or not. If you reach out to them on a personal level, and are genuine, and caring you will be rewarded with a loyal customer. If you are formal and cold, they will respond accordingly.
( 2 ) Support
Don’t try to sell the client! Use your knowledge and experience to help them decide to buy. It is important to think how you can make the customer’s life easier, even when the help and support they need is not directly related to your product or services.
Here is an example from Zappos:
An agent from Zappos helped a customer to find a product that they wanted in another website, because the product was not in stock on their website. Zappos didn’t make money on that sale, but they did create a loyal customer, who spread the word about their experience, and generated a lot more loyal clients.
“I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
( 3 ) Listen
The most important part of a conversation with a customer is listening. People and companies tend to speak a lot, but often they forget that the ability to listen and draw conclusions costs nothing, and makes a huge impact.
Always listen to what customers have to say, and don’t stick to a pre-written script. Sometimes the things they fail to tell you, are the core of their issue.
( 4 ) Update
Be sure to have a quick response time and provide updates on the progress of the solution to their problem. Even if you do not have a solution, communicate that you are working on one. Be proactive with answers, do not wait to have the customer check in with you. Also, follow up and keep track of the progress until your client is happy.
It is important to remember that even though it may not be a big deal to you, that doesn’t mean it’s not a big deal to your customer. You may not realize how significant it is for him.
( 5 ) Facilitate
Try as much as possible to help your customers to complete the purchase without transferring to another party. Customers hate repeating their story multiple times, and being bounced around from person to person.
It is also important to give the customer the option to contact you in a way that is convenient to them from various communication channels.
It is important to treat the improvement of the customer experience as a marketing activity in every respect. Immediate and effective support strengthens the credibility and proficiency of the company, as well as directly translates to increased conversions.
Bontact gives you a real time, multi-channel support experience, that allows you to manage phone calls, chat, emails, SMS, messenger, Line and more all from one easy to use location. Not only that, it also helps you provide personal service and support based on historic communication. This makes it easier to listen, update and ease your customer’s experience. Allowing you to increase your customer retention, and build a positive brand image.