How many times have you reached out to try a new service only to encounter difficulty in getting through to the company? Did you speak directly with someone only to be told they would get back in touch with you within a certain timeframe?
Did you think…I was looking forward to trying out their product or service only to be met by disappointment with the customer service?
A 2013 “Dimensional Research for Zendesk” study found 62 percent of business-to-business and 42 percent of business-to-consumer customers purchased more after enjoying a great customer-service experience. On the flip side, the same survey discovered 95 percent of customers share bad experiences with their network, compared to the 87 percent sharing a positive experience.
How do you keep your customer service from killing your business? Here are four ways:
1) Always guarantee a timeframe that you will get back to your customers. If you mention their business is important to you, then get back to them and mean it. Be sure to “do what you say and when.” Even better “wow” them by responding earlier then the guaranteed timeframe.
2) Create a “Frequently Asked Questions”(FAQ’s) for the commonly asked questions about your product or service. This allows customers to get information while perusing your website. And if there are additional questions, you have already gotten a jump on the common questions. It’s all about anticipating the need!
3) Create or customize templates for your customers. This is a way to get back with your customers quickly. A template can be created from standard inquiries about your product or service. Be sure that your templates portray your “authentic” voice. Your customers want to feel the genuineness behind your business and to know that you care.
4) If you are one of those busy entrepreneurs that wishes to focus on your “passion” then outsource. Often I hear entrepreneurs say they want to just focus on their craft. They don’t care to handle returning phone calls, scheduling appointments, paperwork, etc. But this is a part of the business. It’s important to “nail” the customer service so that customers can get to experience your passion and craft.
Remember if you didn’t have customers, how would you be in business? It’s important to know what type of solutions you offer to customers. Do you solve a problem? Be sure your business offers solutions and not problems to customers. It’s all about giving the gift of great customer service!