Use these 4 simple tactics to improve your brand’s customer service
One of the easiest ways of improving your relation with your customers is by bettering your customer service. If your product or service is great, but your customer service is not up to the mark, it is very likely that your customers won't return to your brand. To put it simply, your customer service team needs to be excellent, as they are the face of your company in front of the entire world.
As a company, you should always be on the lookout for opportunities to improve your customer service. Here are four ways you can go about it:
Make it easy for your customers to reach you
Several startups don't have an office to operate from. While this is common for small businesses, you still need to add a 'face' to your business so your customers are assured of the fact that you won't disappear overnight. Come up with different ways of contacting customers aside from email. Strengthen your social presence on sites like Facebook, Twitter and Instagram. Encourage your customers to post any queries or complaints that they might have on these sites. This goes a long way in establishing trust and safety.
Get to know your customers
Each customer is different from the next. You need to train your customer service team to gauge the different moods of your patrons. Some customers may even change week-to-week. If your team can effectively sense your customers' moods and handle any surprises that your customers throw at them, they'll be able to take your brand's customer service to a whole new level.
Make sure your customer service team is available
Here's the thing – if a customer can't get hold of you when they need you, you're likely to lose them forever. Ensure that at least a few of your team members are always available to respond to any incoming enquiries and complaints by clients. Nothing will make your customers feel more valued than a few face-to-face interactions. Encourage your customer service team to take time out for a Skype session to keep in touch with your regular customers.
Your customer service team needs to be knowledgeable
As mentioned above, your customer service team is the face of your company. Your prospects and existing customers will flock to this team to get to know more about your brand's offerings. However, if your team doesn't have adequate knowledge about your products and flounders while answering every second question, your customers will lose faith in your brand. Train your team to handle any questions thrown at them with confidence. If the questions get too technical for them to answer, they need to be able to redirect the customer to someone who is equipped to answer technical questions with ease.
Identify the weaknesses of your customer service team and start to work towards converting those weaknesses into strengths. Use the above mentioned four tactics to better your brand's customer service like never before.
Read Also: A quick guide to winning at customer service