If only customer service were as easy as trick-or-treating. Toss them some candy and it’s all good. Too bad that’s not the case. After spending their hard-earned money on your company’s product or service, customers expect a bit more than Tootsie Rolls and Dubble Bubble.
Let’s face it, it’s the 21st century and companies with subpar customer service are headed toward the graveyard. In other words, bad customer service scares business away.
Put the candy bowl down and give your customer service a boost with these five tricks for treating your customers.
Tricks to Treating Your Customers with First-Class Service
- Don’t be a ghost
When a problem arises, stay alert and on-top of it. Don’t make it difficult to get in touch with your customer service team. The harder it is for customers to contact your company with a question or complaint, the more likely a customer will resolve it by simply ending their business with you.
- Give out goodies
Whether it’s a simple, hand-written thank you card or some nifty brand merchandise, always take the opportunity to recognize and reward your customers in real life. Sure, you could save some time and send an email thanking customers for their business, but that doesn’t really show much appreciation. Make it personal, make it memorable, and you’ll make them want to continue doing business with you.
- Have the right tools on hand
Customers receive the best support when they’re directed to the right place the first time. Make sure your team has the right tools on hand so they can do so. Even if an employee doesn’t know the answer to a question, they should be able to quickly and easily access information to provide customers with an accurate response.
- Support high standards
Keep your staff focused on customer happiness with regular meetings and process evaluation. Set policies in place to keep the service bar high and your staff accountable for their work, like: minimum response time, contact method and communication goals.
- Stay informed
Eliminate guesswork associated with customer service tasks by tracking Key Performance Indicators (KPIs). Rather than fixating on the frequency of issues, evaluate metrics to learn what’s causing the problems and possible remedies.
Customer service is much more than dealing with emotional clients — it’s establishing a relationship with them and driving future business. Empower your team to rise to the task, or your customers may just come back to haunt you …