Customer service is one of the most important aspects of your business. It’s the support you offer to your customers, which helps them have an enjoyable experience with you. Nowadays customer service is not only the traditional telephone support agent, but It’s available via email, text message, and social media. If you want to retain customers and grow your business consider these 4 rules for good customer service.
1. Answering Your Phone
One of the first rules of good customer service is to answer your phone. Even though if the business is extremely busy. Every employee should be able to answer the phone properly and in a timely manner. Otherwise, the customer is more likely to lose interest in purchasing, and turn to a similar competitor. A study has shown that 90% of consumers believe that an “immediate” response is very important when they have a question.
2. Dealing with Complaints
Many of us aren’t content while dealing with complaints. It may seem as something negative for the business; however, complaints are opportunities. With every complaint, your business can improve. When a customer complains it’s essential to stay calm. Research finds that customers’ whose complaints are handled quickly can often turn into loyal customers. Nevertheless, according to research by Esteban Kolsky, 13% of unhappy customers will share their complaint with 15 or more people.
3. Know your Product or Service
In order to answer questions for your customers, everyone should know about the product or service your business offers, including the prices. As many as 72% of consumers expect that customer service agents should be able to know who they are, what they’ve purchased and information about the business.
4. Go the Extra Mile
Going the extra mile for a customer means providing great customer service. Giving the customer more than they were expecting or paying for. For example, if a customer asks where a product is located, instead of only saying “isle 2”, take them directly to the product and waiting to see if they have any questions. Consider that, 73% of companies with “above average” Customer Experience maturity perform better financially than their competitors.
In conclusion, there are many aspects about your business that your target market is looking at. To create more revenue, one of the most important factors is good customer service. To keep your customers coming back and recommending your business to others, make sure to keep these 4 rules in mind.