Bad customer care is more costly than you think. A recent report from Desk.com indicates that it costs U.S. companies about $84 billion annually. Globally, it costs companies 338.5 billion each year. Of the customers that left companies, 61% percent went to competitors.
Customers are more demanding than ever. And thanks to the Internet, it’s all too easy for them to defect to your competitors.
If you want to thrive in business, you must provide epic customer service.
But doing that, service can be daunting.
7 Things You Can Do To Boost Customer Care At Your Business:
1. Empower Associates
Training associates to handle 95% of the time is imperative. Customers want their problems resolved as quickly as possible—in most cases on the first call. That can’t happen if your people have to check with you on every decision.
Empowerment also provides lower turnover, reduced stress, and higher job satisfaction among staff. Happier employees also provide better customer service.
2. Make Connections With Customers
How many companies really listen to their customers? Better yet, how many companies make their customers feel like they’ve been heard? Does yours?
One way to do this is to be more personal. Customers don’t want to deal with a business. They want do deal with people. Make a connection with the customer and make them feel understood.
3. Ask Questions Of Customers
This key goes hand in hand with listening to customers. Asking them questions is the best way to know they’re likes and dislikes. It’s also the best way to find out what’s working and what’s not working. Get to know what your customer’s pain points.
4. Know Your Product/Service Inside Out
Customers expect your associates to know your products or services inside out. They also expect them to know what’s going on with competitive products and services. And they want them to relate the details in a way they can understand. Training associates to educate customers in a way that’s simple and easy to understand.
5. Be Everywhere
The harder it is for a client to get in touch with you, the more of a chance they will feel dissatisfied. The easier it is for customers to get in touch with you, the better your chances of hearing something negative.
It’s paramount you be where your customers are. With social media, it’s easier than ever. Being where your customers are also boosts visibility and awareness.
6. Be Efficient
Efficiency is the key to keeping customers happy. No one likes to wait. For anything. You want to approach solving customer’s problems with a sense of urgency. But you also don’t want to rush and make mistakes. Nothing turns a customer off more than sloppiness.
7. Make Customers Feel Special
If there is one key to make customers truly happy, it’s this one. You want to give customers that one customer feel. Offering high quality products or services is just a start. Customers want positive, emotionally sensitive, and memorable experiences. They also want to know that you really care. Show them that you do.
Additional things you can do to deliver epic customer service is admit when you make mistakes, don’t overpromise, be available always, and make it easy for customers to come back to you.
Also show them you value their time. Answer phones quickly, deliver packages promptly, and make sure your Web pages are updated and load rapidly.
In other words, build relationships.
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