Customer service is one of the most important things that you need to consider when you run a business. Regardless of what business you have, customer service will make or break you. With the rise of technology, search engines, and social media, there has never been more competition and demand for good customer service. Not only does it need to be of a high quality, but it also needs to be quick and easy to access. Customers are now used to getting everything instantly and have 24/7 access to brands. To survive and thrive in the 21st century, you need to have a good customer service experience that meets the needs and demands of your customers and puts you ahead of your competitors. Not only do you need to have a good strategy, but you can get ahead of your competitors if you are aware of the downfalls and common mistakes that businesses make with customer service, so you can learn how to avoid them. To help you on your journey, here are some of those mistakes, and information on how you can do better.
Not listening to the customer
Customers need to be listened to to feel valued. If you don’t actively listen to your customers to understand what they want or what they are asking of you, then they are not going to feel connected to you and likely take their business elsewhere. Make sure all your customer service team are trained on how to actively listen, and know how to problem solve and communicate effectively with a customer. This is also important, as although they might know what the customer is saying, they may not communicate the response well to the customer.
Not understanding their needs and wants
In addition to listening, it is also important that you learn outside of communications with customers what their wants and needs are. If you don’t, you will not be able to anticipate them, provide the right support, or develop marketing strategies, products, or services according to their needs. Make sure you don’t make this mistake, and conduct thorough research into your customer base so you can understand them as well and what they need. You can do this via competitor research, focus groups, surveys, analyzing your data, and more.
Not being consistent with your messaging or branding
Customers require consistency. If you are unsure about who you are as a business, this is a big mistake as it can make customers uncertain about you. You should make sure that you are set on your branding and messaging within your business. This will help you to communicate to your customers effectively about who you are and build brand awareness throughout the customer journey. This will help build trust and loyalty. You should be consistent in all areas. Add the logo on your website and throughout all your marketing efforts, optimize your email footer in all communications, and more.
Customer service is vital for any business that wants to grow. Follow these top tips to help you get started.