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5 Tips to Improve Your Small-Business Customer Service

Customer service concept on blackboard-customer friendly support

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Tuesday, 09 October 2018 10:18 AM Current | Bio | Archive

Have you observed that when you receive good customer service, you’ll tell three or four people?

On the contrary, if you get poor service, you’ll tell more than 10 people. This shows the imperativeness of achieving quality service delivery especially when information is rapidly disseminated through social media.

Studies show that more than half of Americans have scrapped a planned purchase or transaction because of bad service; 33% of Americans say they’ll consider switching companies after just a single instance of poor service; and U.S. companies lose more than $62 billion annually due to poor customer service.

Do you want to escape this horrible statistics? Here are 5 tips to improve your business customer service:

  1. Understand and Meet your Customers’ Need

Business is not established and managed based on the desires and needs of the owner but on customer needs and expectations. This is why the consumers are rated as king in the marketplace. Hence your ability to gather vital information about your customers will enable you to understand their needs and expectations.

The best way to know your customers’ need is by allowing customers’ complaints and feedbacks about the quality of your products or services. Also embark on research about your customers. Not every customer will complain about your product or service, some can give vital tips to improve the quality of your products or services.

Meet your customers’ needs and watch your sales increase as a result of word of mouth recommendations and referrals.

  1. Support and Empower your Customer Service Unit

Employees in the customer service unit are critical to business growth and survival. Every day, customers are in contact with the customer service unit for enquiries and complaints. As a frontline and ambassador of your business, they need to be supported and empowered.

Regular customer service training is very important to enhance the customer relation skills of your staff. Also provide vital equipment like wireless headsets, routers, network switches, and internet access gateways that enable consumers to access communications service providers' services.

  1. Treat Customers’ Complaints Promptly

No business is perfect. This means that customers’ complaints are inevitable in daily business operation. In a survey, there was more than 60 percent share of customers who had contacted customer service for various reasons within the past month in the United States. How well your customer service team handle such complaints is critical to customer loyalty and continued patronage.

Proper monitoring of the activities of the customer service team is very important to make sure they are working in line with laid down standards and policy of the business. Don’t build your business on assumptions; make sure that every member of the customer service team is doing what it takes to resolve pending issues and putting smiles of the customers’ faces.

  1. Dazzle Your Customers With Quality Service Delivery

There’s nothing more appealing to customers than quality service. It takes hard-work and determination to achieve this. This implies going out of your way to give a customer something that they were not expecting or anticipating from you.

Ensure your products and services are what your customers need. Also give them a ‘thank you’ note or card and gifts as signs of recognition and gratitude for their continuous patronage. This will help to raise your credibility and encourage your customers to give positive feedback and referrals.

  1. Tie Reward to Performance

Rewards have a way of motivating employees to put in additional effort to achieve set goals and objectives. Set measurable objectives around improved customer service
and tie significant rewards to it.

Review individual performance regularly and reward outstanding performer. This will motivate others to strive for excellence and contest for the next reward. You can also involve colleagues and customers to nominate team members who demonstrate exceptional customer service.

Richard Agu is a researcher, entrepreneur and freelancer, passionate about entrepreneurship and self-development. Currently, Richard writes for Entrepreneur.com, Goodmenproject.com, among others. Follow him on Linkedin.com by clicking here now.

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Studies show that more than half of Americans have scrapped a planned purchase or transaction because of bad service; 33% of Americans say they’ll consider switching companies after just a single instance of poor service.
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2018-18-09
Tuesday, 09 October 2018 10:18 AM
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