Whether you’re in the thick of customer service, or you manage a team of experts in customer care, there are a few basics that it’s always worth brushing up on. So, if you want to give your team some tips to follow leading up to one of the busiest times of the year, then read on for some expert guidance on great customer service.
Make it easy for the customer
One of the things that customers find frustrating is when the purchasing or communications procedure is complicated and takes unnecessary time. How often have you been buying something online only to give up when you discovered they didn’t take Paypal? At every step of the purchasing journey your customers take, you should be asking yourself how to make things easier for them. Whether it’s a credit card reader, scanner, or mobile point of sale, you can get one here to make things easier for your customer and ensure they slide smoothly from browsing to purchasing.
Good product knowledge
If you want to provide amazing customer care, then flawless product knowledge is absolutely key. You need to trust your team and successfully delegate tasks to them and, for that to work, you should feel certain that they know the business inside-out. If Christmas and the holidays are a busy period for you, then it might be worth investing in some training days to make sure that everyone’s up to speed. If some employees are part-time or working reduced hours, then dedicate some time at the beginning of a shift to fill them in on any changes or developments. Remember, your customers should feel safe and confident that they’re dealing with experts in the product or service that they’re purchasing.
Take on feedback
It can be challenging to deal with complaints. We all might know that you should avoid challenging the customer, but this can be difficult especially if it turns out that the customer is not always right. However, regardless of what they’re saying, you know you have to paste on that smile and let them have their way. Instead of letting angry or complaining customers irritate you, instead think about it as an opportunity for feedback. Some people will always try and get something for nothing, but other customers might have a genuine concern that they want to raise. Instead of getting defensive, use it as an opportunity to grow and develop your business.
Start a conversation
It’s important to get to know your customers. Firstly, because knowing who they are and what they like will mean you can interact with them far more easily and efficiently. But not only that, it will make expanding and developing your business that much easier if you’re already aware of your customer’s likes and dislikes. This might be straightforward in a face-to-face interaction but what if your business has gone digital? This is where you can really use a service like Facebook audience insights, to see what other pages your customers have liked and tap into their interests.
Make it easy for the customer
One of the things that customers find frustrating is when the purchasing or communications procedure is complicated and takes unnecessary time. How often have you been buying something online only to give up when you discovered they didn’t take Paypal? At every step of the purchasing journey your customers take, you should be asking yourself how to make things easier for them. Whether it’s a credit card reader, scanner, or mobile point of sale, you can get one here to make things easier for your customer and ensure they slide smoothly from browsing to purchasing.
Good product knowledge
If you want to provide amazing customer care, then flawless product knowledge is absolutely key. You need to trust your team and successfully delegate tasks to them and, for that to work, you should feel certain that they know the business inside-out. If Christmas and the holidays are a busy period for you, then it might be worth investing in some training days to make sure that everyone’s up to speed. If some employees are part-time or working reduced hours, then dedicate some time at the beginning of a shift to fill them in on any changes or developments. Remember, your customers should feel safe and confident that they’re dealing with experts in the product or service that they’re purchasing.
Take on feedback
It can be challenging to deal with complaints. We all might know that you should avoid challenging the customer, but this can be difficult especially if it turns out that the customer is not always right. However, regardless of what they’re saying, you know you have to paste on that smile and let them have their way. Instead of letting angry or complaining customers irritate you, instead think about it as an opportunity for feedback. Some people will always try and get something for nothing, but other customers might have a genuine concern that they want to raise. Instead of getting defensive, use it as an opportunity to grow and develop your business.
Start a conversation
It’s important to get to know your customers. Firstly, because knowing who they are and what they like will mean you can interact with them far more easily and efficiently. But not only that, it will make expanding and developing your business that much easier if you’re already aware of your customer’s likes and dislikes. This might be straightforward in a face-to-face interaction but what if your business has gone digital? This is where you can really use a service like Facebook audience insights, to see what other pages your customers have liked and tap into their interests.
RSS Feed
