Guest post by?Marty Wolzen
Imagine a customer is trying to buy a new cell phone. There are a lot of data providers out there, but she manages to narrow down her search between Company A and Company B. The prices of the phone she want are roughly the same. She likes the coverage plans offered by both companies equally well. Company A is known for their exceptional customer service; they use social media sites like Twitter and Facebook to respond to their customers quickly in addition to over-the-phone customer service techniques. Company B, on the other hand, is behind the times. They have an difficult to navigate automated customer-service line if you want to speak with an actual customer service representative. Which company would you go with?
This little hypothetical should make it clear: Customer service is very important to your business. As a small business owner, you have the option to allocate funds toward improving customer service, whether it be through new technology, more representatives or additional training. At the end of the day, customers have all the power. There are some phenomenal new customer-service techniques you can employee to keep customers happy. Below are five customer service traits that will win you new business.
Quick Response Time
Does your company cite a guaranteed response time on customer service goals? Although not every company can be a pizza delivery service and guarantee ?30 minutes or its free,? most consumers expect at least same-day response. Some companies attempt to respond in the hour by using social media outlets such as Twitter, Facebook and live chat programs. And some audacious companies, such as 1-800-Flowers have a goal to respond within 5 minutes! In modern business, customers expect public goals they can count on when it comes to customer service customer service.
Private Customer Service
With the advent of online customer service, many companies are handling almost all of their customer service queries via live chat or other online services. The customer service software allows any customer?s service claim to not be advertised live to the public. Consumers look for companies that will respond quickly and appreciatively to a concern online and also continue longer conversation via e-mail or over the phone in private.
Conversational Responses
Does your company provide those annoying canned answers that go something like, ?Thank you for choosing blahblahblah, your query is very important to us, please blahblahblah, thank you?? Trusted companies are able to address support issues in a conversational way that engages customers on a personal level.
Empathy & Understanding
Possibly the worst customer service response, and the one that turns customers off the most, is a customer service representative getting defensive and starting an argument. We?ve all experienced those unreasonable customers that disregard common sense, but a business with good customer service will most always approach these claim with empathy and understanding. Check business review sites, like Yelp, to monitor your business? reputation and address complaints accordingly.
Appreciation
Do your customer service representatives thank customers for their calls and concerns? Do they affirm that a positive resolution has been reached? A thank you can go a long way to show customers that your business appreciates them bringing a problem to your attention, that you are willing to help and that you care about your customers? needs.
Marty Wolzen?Marty started his first LLC when he was 10; it was a car wash/kiddie daycare. Splash N Dash is still around, but he sold it to his brother so he could have more time to play golf and be a freelance writer for finance.
I work with business to redesign their futures. I help them become what their owners first?dreamed them to be? Want more out of?your?business??Contact me.?From my home base on Vancouver Island, I provide planning and coaching support to businesses across Canada. Or ? read my book!
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