With the New Year approaching, it’s time to make a plan for how to improve your customer service in your company. You may be doing a good enough job right now, but why not use this year to make a resolution to have the best customer service you can possibly have? It’s the perfect resolution for a company that wants to step it up a notch seeing that customers base a lot of their spending decisions based on a company’s customer service quality.
Invest in your customers in 2016 since this is one of the best business decisions you can make. Whether you need to bring in a virtual receptionist for some extra help, use social media to learn about your customers, or retrain your staff, here is a look at some ways to elevate the customer service in your company next year.
Why the customer experience means everything
There are so many companies offering the same or almost the same product or service as you thanks to the increase in ecommerce, new small businesses, and large corporations wanting to find ways to make even more money. What can make you different is how you handle your customer service interaction.
In fact, most customers will leave a store or business before a transaction is complete if they don’t feel they are being treated well enough and loyal customers will leave you when someone else is proving to offer a better customer experience than you.
Use this information to make your company’s customer experience the best it can be and keep it in mind when it comes to your marketing decisions. Having any kind of impact on a customer will be shared with the world, whether it’s good or bad, due to the world of increased technology and constant connectivity.
While people may not have heard about a good or bad experience often before the age of technology and social media, today is much different. It’s too easy to rant about a bad experience or rave about a business that went above and beyond since social media is so easy to access right on phones and computers.
Plus, that social media status or tweet is going to reach way more people than a simple phone call or email would. In fact, some websites like Reddit will share extreme customer service stories so that others can beware of a company or make a company known for doing something extremely good.
How can I improve customer service?
In addition to training your staff on some customer service skills and giving them adequate time to help customers by not overscheduling or understaffing, you can start making changes in the details of how your company runs things. For example, does your staff neglect to answer every phone call or tend to over-schedule you? Maybe when your office or store starts to get swamped, it would be useful to have a virtual receptionist answering your calls.
They can offer a professional voice on the phone, handle your calendar for you, and take messages for you so that you aren’t interrupted during important tasks. Your customers will notice how professional the person on the other end of the phone line was and will get all of their basic questions without knowing your store was swamped at the moment. Your virtual receptionist can even handle your calls during non-business hours so that they won’t ever have to talk to a machine or wait till the next business day for help.
Get on social media and start learning about your customers. People will be really honest about their experiences and what they enjoyed or disliked. For example, if everyone says your prices are outrageous or your building was hard to find things in, are there ways to offer more promotions or to reorganize things that would improve the customer experience? look at tools like Brandwatch to see what people are honestly saying about you and use these as ideas for ways to improve.
Another simple improvement you can make is to start utilizing your social media page to actually interact with your clients. You may occasionally share news stories on the industry or share promotional information, but what about your responses to your customers’ questions or complaints? Responding to customers publicly will show that you care about their thoughts and feelings and that you are apologetic about a bad experience.
Try to start sharing more interesting content as news and one-sided content can get really boring. Your customers want to feel engaged with you and entertained, so share something funny or ask a fun survey question once in a while so that your customers will find you interesting and wanting to share what you post.
Use these tools to improve customer service so that your 2016 business year can be an awesome one.