Most companies would like to be the best in the customer service class. It is said that all that is needed to create an exceptionally good customer experience is to offer customers a product or service that works and to treat them well.
But like much else, it is easier said than done to put the theory into practice. That is why we have compiled a list of 10 practical tips to help you provide extra good customer service.
1. Give customers the opportunity to contact you in a variety of ways
Being available through the channels the customer wants to use makes the customer experience positive. You should aim for every customer to be able to reach you via phone, email, chat, the web, and social media.
Few things are as annoying as long waiting times when you need to get in touch with a company’s customer service department. Therefore, it is important that the customer does not have to wait long to get in touch with you.
2. Notify customers that you have received their request
Whether you receive a request via email, web form or social media, you should always send a confirmation to the customer where you include the case number and the name of the contact person with you.
Then you do not have to end up in a situation where the customer in vain is waiting for a customer service staff to feedback, in the belief that someone is working on the case when unfortunately it is not always the case.
3. Treat all cases in the same way and as quickly as possible
Your company has a lot to gain from taking all types of customer inquiries equally seriously. Always try to solve all problems at once instead of solving the simplest problems first.
A customer who has a more complicated case becomes extra satisfied if you solve it as quickly as possible. Use smart solutions to systematize and streamline your work. If complicated matters always end up at the bottom of the pile, there is a great risk that the company will receive many dissatisfied customers.
4. Don’t be afraid to communicate too much with customers
Sometimes customers forget why they contacted about a problem or to get an answer to a question. Therefore, please send summaries of their cases via e-mail as well as information about what you did to resolve the case.
Use a CRM system to keep track of all communication with your customers. You can then easily remind customers what the case is about.
In this way, you achieve two advantages: It leads to more efficient cooperation between the company and the customer to solve the problem and the customers feel prioritized and appreciated.
5. Investigate what the customer thinks about your service
It is easy to carry out anonymous surveys of customer satisfaction on an ongoing basis to check whether the company meets customer expectations.
Because even though everything seems to work well, it can boil under the surface. Customers may appear satisfied with what you do, but even what you do not do in relation to the customer can also have negative consequences.
6. Give customers inspirational tips on how to get better
Aim to become a credible advisor. Give customers inspirational tips and advice on how they can become more efficient in their everyday lives, or give them tips on how to increase sales or lower costs.
This strategy is really a natural consequence of today’s digital landscape: there is a huge amount of knowledge and good ideas online, but it also takes a tremendous amount of time to sort the information and learn to distinguish between good and bad advice. If you do this job for the customers in your area of expertise, you have done them a great job, while also gaining their trust.
This is an extra service that you can provide to your customers “just because you want” and which you come a long way in when you want to create customer loyalty.
7. Remember to thank your customers
It is important that you do not take customer loyalty for granted. Show that you value your customers. Thank them when you have the opportunity and it comes naturally, for example in connection with weekends and holidays.
Wish them a Merry Christmas, Happy Easter and a Happy Summer, and thank them for doing business with you. Or thank them when you have achieved something in a joint project. Find a way to do it that fits your business, but don’t forget to do it.
8. Make sure the customer is satisfied
If you have not lived up to the customer’s expectations, you need to take responsibility and do what it takes to “put things right”. After that, you should periodically follow up and ensure that everything works properly and that the customer is satisfied. The same goes for doing business with a brand new customer.
9. Always keep what you promise your customers
The customer wants a partner who keeps what they promise. Only give promises that you can keep.
Make sure you always deliver what you promised. Then customers will quickly gain confidence in you. If you do not keep your promises over and over, the relationship with the customer will cool down and you will most likely lose the customer.
10. Understand your customers and their needs
It is important that you understand the customer’s needs. When meeting a customer you should take the time to create a list of the 5-10 most important questions that you would like to get answers to in order to get a good understanding of the customer’s business and challenges. You do not have to ask all the questions, but by demonstrating that you have prepared yourself and are genuinely interested in their company, you will create increased confidence, which is a good basis for building a good relationship.
Good customer service is about being better than average. If you deliver the same level of customer service as your competitors, you will not appear special in your customers’ eyes. To stand out from the crowd, you need to deliver exceptionally good customer service at every customer contact, it is not enough to do it just once.
It may feel difficult in practice to live up to, but it is often about finding simple and practical routines that improve your way of interacting with customers.