“The customer is always right.” It’s a cliche as old as commerce itself, but plenty of business owners still don’t appreciate its importance. Indeed, though many professionals pay lip service to the value of excellent customer service, considerably fewer companies actually deliver dynamic support. Yet, in the current business climate, having productive conversations with customers is more important than ever. No business can thrive and grow in the wake of negative consumer reviews online. With that in mind, it’s a good idea for business owners to consider these three tips to improve their customer-service department:
Improve Internal Collaboration
Walk into any corporate office, and you’re likely to find three distinct branches of employees: marketing, sales, and customer service. The problems many companies experience often arise simply because these three entities don’t communicate effectively with each other. If marketers are pursuing one set of goals, but your customer-service team isn’t aware of those plans, then your business will struggle with customer retention. Given that fact, anything business owners can do to promote internal collaboration –– even on a base level –– will go a long way toward enhancing the customer experience. Keep in mind that it’s never a bad idea to incentivize constant communication by rewarding your employees regularly.
Go Beyond What’s Expected
Modern consumers have high expectations. In order to make a good impression, and potentially win a customer over for life, businesses have to be willing to go the extra mile. Offering complimentary services and support before a customer asks for assistance is just one great way to show you’re ready to do whatever it takes. Don’t be afraid to get creative in this matter!
Embrace Technology & Automation
Customers have problems all the time, but your team members are only capable of a finite amount of work. Adding a few effective automated features to your customer-service process can help lighten their load and address basic consumer queries at the same time. A well-programmed chatbot, for example, can engage with consumers as soon as they reach out to your business. Though chatbots are limited in their scope, they can still offer your customer-service team much-needed backup. In addition, even simple measures like installing a new POS system will make it easier for your team members to handle a high volume of transactions. (For more information on POS technology, check out rm-solutions.com.)
The Bottom Line
Poor customer service can undermine the best-laid business plans. No matter how exciting your product is, all modern businesses need to offer high-quality support. Yes, customer service centers around retaining current customers; but it also has a major effect on a business’s ability to generate new sales. Never forget that your current customer base can either work against you through negative reviews, or for you by recommending your team to others.