There’s a very important reason to keep your customers happy. Why? According to studies, 13% of customers will end up telling at least 15 of the people they know if they are dissatisfied with the service of a business. In comparison, 72% of those who were happy with the service will tell at least 6 people about their positive experience.
This usually boils down to having a great customer service. Some businesses think that having a hotline number that customers can call is all there is to it. As it turns out, as technology advanced, the channels by which customers communicate with businesses have also changed.
That is why if you are still left in the age where phone support was all that was needed to deliver customer service, read the rest of the article if you need to reevaluate your customer service. Below are some of the effective ways by which you can make customers talk about your business – in a positive way.
Provide great phone support.
Okay, so maybe it’s not the only way to provide customer support anymore, but phone support still makes up one of your channels, the reason why it’s still important to give it importance. Did you know that many people often complain that businesses refuse to take their calls or are let waiting on long holds?
When customers call a business, they could already be having concerns with products or services and are frustrated already. When problems such as these arise, it’s an urgent matter that they need to discuss with you and nothing is more annoying than not being attended to on the phone.
Make sure that when your phone is ringing, someone is there to answer the call as soon as possible. If not, then at least have some answering machine so that you can get back to them once you are available.
Show that you are interested in what they have to say.
Whether you are providing customer service in person, through the phone, or online, it pays to give your customer your full attention. Personalized treatment from your business often makes customers feel valued.
Some businesses make the mistake of reading responses from a script in a cold manner or sending an email straight out from the database without personalizing it. If you can address them using their names, then do so since this is an indication that you are paying enough attention. Tell your employees to make it a point to ask questions so that it’s easier for them to cater to the individual needs of the customers.
Have a trained team to provide customer support.
Customer service is no easy task. You need to have the right people for the job. People who are not perturbed with offenses and have a positive attitude are ideally the ones you should be looking for. Once you’ve assembled your customer support team, prepare them for the job by training them. The training will equip them with the right tools and knowledge to address customer concerns, whether these are big or small.