Executive Education

8 Ways Your Business Can Provide Excellent Customer Service

Customer service is one of the key tenets of success in every single business on the world. Without your customers sticking around with you and continuously buying your products and telling others about your company, you are not going to succeed. The good news is that there are plenty of ways that every business can provide excellent customer service. All it takes is some dedication, proper training of employees, and a lot of empathy for your customer. Most of the times, you’re going to need a whole lot of patience, too!

Keep reading down below to get everything you need to know about how your business can provide excellent customer service to every single customer. The old adage that the customer is always right is definitely right! Speak with your customers, understand their problems, and find solutions that work for everyone involved.

  1. Respond to Every Single Customer Service Problem or Question You Get

No matter what, your company has got to respond to every single customer service problem, question, or issue that comes up. We all know that our businesses get tons of customer service questions on a daily basis. And it can be easy to overlook a lot of them just in the sake of time and our sanity. However, when you do this and customer requests get overlooked, this can lead to plenty of unhappy customers who are going to become detractors of your business. 

Make sure that your customer service team knows how important it is to never overlook customer requests. When your company responds promptly to every customer service request, then you are going to have a strong base of happy customers who will buy your products or services.

  1. Automated Responses Are a Great Way to Provide Acknowledgement

When your customer submits a customer service request, they want to know that you have got the response and are working towards a solution. However, it can be annoying to respond to every request just to let your customers know that you are working on a solution. That’s why it’s better to implement an automated response software specifically developed on programming languages which your business is comfortable with. This software will tell customers that their response has been recorded, if there are questions in the email the system will auto-identify and reply with possible answers and solve most of customers query in auto-mode. In case it doesn’t solve customer problem, they can get in touch with a real person. This is going to provide them with the reassurance that they’ll get an answer very soon.

  1. Follow-Ups Are the Way to Go to Gauge Your Customer’s Happiness

Once you have provided your customer service, it’s important to send a follow-up to your customer to gain their trust and long-standing business. This is going to let them know that their opinion is very much valued and you want to improve your customer service with their opinions. You can ask them how the service was that they received and what they think could be improved. You can then use this information to speak with your customer service team or individual employees to provide feedback on their service. These first-hand accounts are going to be the best ways that you can tell how your customer service team is doing.

  1. In Your First Response to A Customer, Answer the Question

Many times, customer service teams go back and forth with the customer, trying to figure out the right solution to their problem. However, this can get pretty annoying to the customer who just wants their problem solved on the first try. That’s why every customer service employee should understand how important it is to solve the customer’s complaint or respond to their inquiry correctly on the first try. By doing this, you are going to be doing two things. Firstly, your customer is going to be much happier that they don’t have to spend hours on the phone with your customer service employee or they don’t have to spend so much time answering questions. Secondly, this is going to free up your customer service representatives to answer other questions that are pending.

  1. Make Sure Your Customers Know How to Contact Your Support Team

Of course, one of the best ways to provide customer support to your customers is to show them the best ways to contact your team. Sometimes customers can’t tell exactly the best way to reach customer support. When that’s the case, they are just going to go along being unhappy with your product or company, when they could have easily gotten their problem solved by your team. Make sure that it’s super easy for your customer to tell who to reach out to with customer service requests.

  1. Make Sure You Have a Strong Focus on Quality Over Quantity

Many customer service teams are under the impression that they should get through as many customer service requests as possible during their work for the day. However, this is the wrong mindset to have. The focus should always be on quality over quantity. It’s best that your customer service representatives are responding to queries honestly and with care, rather than trying to get through as many as possible. If they do that, it’s much more likely that mistakes are going to be made and your customers are just going to feel like numbers on a waitlist.

  1. Know Your Product or Service Better Than Anyone Else

Of course, the best way to provide great customer service is to know how to answer questions. Without knowing your product or service, there is no way that customer service member is going to be able to help out customers. They are going to fumble around for the answer or even worse, give the customer the wrong answer.

  1. Be Friendly When You Speak to Your Customers on A Face-To-Face or Over-The-Phone Basis

Anytime that a customer service representative is speaking with a customer, whether that be face-to-face or over the phone, it’s crucial that they speak in a friendly tone. You never want your staff members to get angry with customers or show them that they might be frustrated with the customer’s complaints. Sure, customers can get a bit annoying at times, but their issues are real and all they want is to have their problem solved as fast as possible.

Each of these points are super important to remember when you want to provide excellent customer service to your great customers. Keep them in mind and there’s no chance your customers will become detractors!

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Himanshu Agarwal
Himanshu Agarwal is the Founder & CEO of a Digital Marketing firm SmartWeb. He is an online market analyst, startup strategist and a writer.