When running a business, dealing with customers of any kind and being able to deliver great customer service is invaluable to your business. It can take time and dedication but you could have a Virtual PA assist you to take some of the admin of handling customer service off your plate.
A great way to consider how to deliver great customer service is to put yourself in your customer’s shoes. When you think about customer service from any company that you deal with, what is it that you value the most as a customer? Is it that you want to be heard, or do you want to know your query will be dealt with quickly? Or is it that personal touch, or having one point of contact you know you can call on at any time? It could be all of the above!
When you do this, you will be able to really understand exactly what you can do to ensure you provide excellent customer service to your customers. Great customer service comes when you are able to make every customer feel important, no matter their size.
Read on to find out how you can ensure that your customers return to you time and time again, as they will know that they are going to get the best customer service. Here are my top tips to deliver great customer service.
Friendly Contact
When dealing with any business, it really does pay to have that human touch. Knowing that you are speaking to a real person on the other end of the phone or email can make all the difference. As humans we crave personal connection, at a very basic level, so ensuring that we conduct business with this at its core is fundamental to ensuring you provide excellent customer service.
One Point Of Contact
Knowing that you have someone you can call on when you have a question or a problem is so important. That one person whose name you know is the person you want to be dealing with. Again, having that human connection, and making your customers feel important is invaluable. Your customers will feel confident that they are being heard and will be able to build trust with you and in turn your business.
Speed Of Responsiveness
When dealing with customers’ queries, getting back to them in a timely fashion can make or break a business. No one likes being kept waiting, and no one wants to feel like they are not important enough to have their issue dealt with promptly. At the very least always give a timeframe in which you will get back to your customer, even if you are unable to resolve the issue by that point, send a holding email to reassure your customer that you have not forgotten about them will go a long way.
Listen To Your Customers
As humans, we all want to be heard, and listening to our customers, and hearing what they are saying, is no different. Give your customers the space to tell you what the problem is and to raise any concerns. You can do this with courtesy calls or check-in emails, and prompt your customers to speak to you. And when you actively listen, repeat the problem back, and reiterate the next steps, you are showing the customer you are hearing, listening and actively taking on board what they are saying.
Have Empathy
As well as listening to your customer, showing empathy can really build a strong working relationship and enable you to deliver great customer service. Be sympathetic to your customer’s problems. Really think about how they feel at this time, putting yourself in their shoes. Of course, you need to have your business’ interests at heart, but your business is nothing without your customers, right? Show them that by understanding how they feel and you will always come out on top.
Pay Attention To Detail
We all know that small details are important and this is especially true when it comes to customer service. When communicating with your customers, make sure that all comms and processes are watertight. This will ensure that in the future there can be no uncertainty when it comes to those finer details.
Respond Swiftly
Ensuring that you resolve or respond to your customers swiftly is key to customer service success. It shows that not only are you wanting to help resolve their issue, but it also shows that you value and respect your customer’s time. Even if you are unable to resolve their issue immediately, keeping them informed and updated whilst you are trying to find them an answer or resolution will go a long way. And always make sure that you actually answer the question that has been asked.
Know Your Business
To deliver great customer service, you should know your product and service. Make sure you know the value of your product, and you know how it works. This will mean that you will be able to give your customer the best advice possible.
Understand Your Customer
Some customers will want to deal with an issue or resolve an issue themselves, and you can support them to do that. Some customers will want you to hold their hand through the issue. Either way, it is important to share your knowledge. Educate and inform the customer, and encourage them to learn as much as possible. But be there to support them if they have any questions or want you to help them along the way.
Gather Feedback
Whatever business you have, it is important to gather feedback from your customers. Ask them what they think of your product or service. Is there anything you can do to improve it? Do they have other comments they would like to add? Checking in and asking these questions will allow you to learn and improve your business. Make sure you action any points you can as it will show your customers that not only do you hear what they have to say, it will also show them how important they are to you and your business.
Ready to smash your customer service goals? Speak to us today about hiring a VA to help with that customer service admin!
