Good customer service simply means providing timely, authentic, unbent service to a customer and making sure their needs are met in a manner that reflects positively on the company or business. Customer satisfaction has a huge impact on your business’ success. A low satisfaction level means your customer retention and loyalty levels will likely be low too and it’s also a sign of bad customer service. Research shows that if a customer say customer A receives good customer service, customer A will in turn tell two or three people respectively. However, if customer A experiences poor service, he will tell ten to twelve others.
Ways to improve good customer service
1. USE THANK YOU NOTE
In improving a good customer service, use thank you note. Thank you notes help you show customers how much you value them and their patronage. It goes to show them that your brand views them as people not just as a source of profit. One way to thank your customers is to offer them something special during holidays or birthdays such as a small gift or card. Or hold a customer appreciation day just to thank them for choosing to do business with you. Remember, they are the reason you are in business so make them feel appreciated.
In sending thank you notes to your customers, make sure that the notes are customized and hand signed. Don’t just send out emails or print out a generic note that was typed using Microsoft word. Be sure to personalize the cards, hand write the customer’s name and make the signature follow the same logic and customize the tune, look and writing style of the cards to reflect your brand. Keep in mind that a “Thank You” note done right can generate word of mouth advertising for your business. Doing business is not always about bringing in new customers but also about keeping the existing customers. Therefore, make your customers feel remembered. Below is a sample of a thank you note for different kinds of customers:
For a new customer after their first purchase:
Thank you for visiting us and making your first purchase. We are glad that you found what you were looking for. It is our goal that you are always happy with what you bought from us. So please let us know if your buying experience was anything short of excellence. We look forward to seeing you again. Have a great day!
Your friend at (business name).
For a repeat customer,
I am delighted to tell you that you have now been our customer for a whole year. We would just like to say thank you for being a part of our business family. We are very grateful for your continued patronage because we wouldn’t be here without loyal customers like you. You could have chosen any other business, but we appreciate that you have stuck with us. Thank you again, and have a great day!
Your friend at (business name).
2. ADOPT CUSTOMER FEEDBACK
Make feedback part of your brand. Customer feedback is one of the most important assets your business can have. It can tell you a lot about your customer satisfaction level since feedback is a clear indicator of how satisfied or dissatisfied customers are with your brand, service and products in general.
Customer feedback can also help you improve your services and products and offer you data that makes it easier to make the right business decisions. Actively ask customers to leave feedback-be proactive and ask them for it whenever you get an opportunity. Send them a survey either monthly or after every purchase. An interaction can be initiated between them and your support team to find out how satisfied they are with your business. You could also run social media polls asking customers to rate which part of their interactions with your brand they like the most and to comment what improvements they would like to see.
3. USE FEEDBACK RECEIVED TO ENHANCE GOOD CUSTOMER SERVICE
You need to do something with the feedback you receive from customers in order to make it useful in your customer service process. Take time to regularly review feedbacks. Look closely at your customer feedback and identify the main 3-5 common recurring complaints received from customers. Once the most common complaints have been identified, its time to prioritize them according to the frequency of mention.
Read Also: 15 ways to build awesome customer experience
It’s obviously better to fix first the problem most people are complaining about and mentioning the most. Good customer service often comes down to consistently checking in with your customers and making sure they are happy with the products and services you are selling and the flow chart of order placement, payment and delivery (for online customers). If you do that successfully, you are on your way to becoming known for providing good customer service.
4. PAY ATTENTION TO YOUR CUSTOMERS
There is nothing more exasperating than telling someone what you want or what your problem is and then discovering that the person hasn’t been paying attention. Pay attention to your customer if you are truly interested in providing a good customer service. Customers can use a variety of channels to communicate with you. You need to track all of them and be responsive. Try to give your customers your undivided attention. Multi-tasking is often perceived by customers as being rude. When customers are in front of you, ensure you make eye contact if you are on the telephone. Customers can hear the click-clacks of the keyboards. Make sure the click-clacks they hear is relative to your conversation with them.
5. BUILD A GOOD CUSTOMER SERVICE TEAM THAT IS CUSTOMER ORIENTED
One of the ways to improve on good customer service is to build a team that is customer oriented. In building a team, know that different team members perform better at different tasks depending on their motivations, skills and behavioural attributes. In building a customer oriented team, here are some steps to take into consideration:
- Capture the different behavioural attributes needed for you team. Competencies that are often used in organisation are comprised of the critical behaviours, skills, values and personal motivations needed.
- Implement a range of selection assessment techniques that measure both the skills required for the job as well as the important customer oriented behaviours. These assessment techniques can include competency based interviews, specific job tasks and customer communication activities. They will show you how well the candidate engages with a customer. Examples of these include, taking a customer enquiry, responding to a customer’s set of questions, as well as handling a customer’s complaint or concern. Whilst the candidate won’t necessarily have the knowledge of your products and services, you will quickly see how they engage with others.