8 TIPS TO HELP YOUR SMALL BUSINESS EXCEL AT CUSTOMER SERVICE
In an increasingly competitive global economy, exceptional customer service is a key determining factor in the success of small businesses. Customer service is crucial to business growth. Businesses with excellent customer service experience higher levels of customer satisfaction, loyalty and referral. Below are eight (8) tips to help your small business to stand out among the competition and excel at customer service.
1.) Provide Easily Accessible Basic Information
Customers should be able to easily access any relevant basic information related to your business. This may include the businesses’ contact information, address, purpose, products/services provided and frequently asked questions. In a modern world, customers expect to be able to access this information both in person and online. Websites are the most common sources for information but increasingly more businesses are joining social media as it is seen as an effective marketing and communication platform.
2.) Solicit and Listen to Feedback
Customer feedback is essential as it allows businesses to identify areas for improvement and innovation. Every small business should ensure that there are several different mediums for customers (internal and external) to share feedback i.e. social media, website, telephone, customer surveys. Customers that feel valued and listened to are more likely to invest in your products and services.
3.) Be Responsive
In an age of ‘instant’ communication, small businesses must make customer responsiveness a priority. Responsiveness extends far beyond providing a timely response to an issue. It encompasses providing the right response at the right time. To do this effectively, businesses are increasingly utilising social media platforms to connect with customers easily and quickly. Likewise, consumers are using social media platforms like Facebook, Twitter and Instagram to share feedback and opinions on products and services. Customers expect speedy and helpful responses within an acceptable timeline of, on average, twelve (12) hours or less.
4.) Hire the RIGHT People
When hiring staff for customer facing positions, always consider the 3 P’s. Is the candidate positive, patient and polite? These three attributes are considered essential traits for customer service representatives. Your customer is your most valuable asset and your front-line staff is usually the first line of contact with the customer. Hiring personnel with excellent interpersonal skills is vital.
5.) Train All Staff
Training in customer service is necessary at every level of your business from your frontline staff to management. All employees should be skilled at conflict resolution, empowered to exceed your customer’s expectations and be committed to achieving the goals of the organisation.
6.) Personalise the Customer Experience
As a small business owner, take advantage of the opportunity to personalize the customer experience. Remember faces, learn their names and use them regularly in interactions. These interactions allow your business/brand to seem more personable and will make your customers feel valued. Also, remember to thank customers for their patronage. A few appreciative words and a smile can make all the difference to your bottom line.
7.) Treat Every Customer Equally
Every customer deserves to be treated with respect, transparency and appreciation. Hence, every customer should receive the same high level of customer service. The goal of excellent customer service is to encourage repeat customers and referrals through customer satisfaction. Inconsistent service experiences can be detrimental to this goal. This is an opportunity for your business to exceed expectations and build a loyal customer base. This high level of service/treatment also extends to your employees. The more satisfied your employees are in their positions, the more dedicated and committed they will be to your small business.
8.) Go the Extra Mile
To set yourself apart from the competition and be successful, businesses must always be willing to go the extra mile. Show your customers that you care by being willing to do the work to turn a stressful or challenging situation into a positive, memorable one. Businesses that are not only able to emphathise with customers but also effect real change are more often able to build ongoing customer relationships than those who don’t. Customers appreciate businesses that are proactive, and the extra effort rarely goes unnoticed.
Delivering excellent customer service must be at the heart of every business. Consistency in providing a high level of customer service everyday ultimately makes the difference in helping your small business stand out from the competition.
Written By Sherise Brooks
