Keeping your customers happy should be high, if not first your list of business priorities. Of course, it is impossible to satisfy everyone, but these 5 tips should help you out and ensure you have happy customers who will remain loyal to your business.
1. Dealing with Complaints
Clear two-way communication is the most vital point you should try to establish in any business. No matter how well your business is run, you will inevitably get complaints. If a customer calls with a complaint, they should be dealt with in a fast, friendly and efficient manner. Closed questions are the best way forward in business communication, for example, you should first clarify the when, what, where, why and how, and ask the customer if they can be as specific as possible. This will give you the best basis on which to deal with the complaint in the most efficient way possible.
2. Listen to your Customers
When you receive complaints, it may be tempting to file them away once they’re dealt with and never look at them again, but there’s a lot to be learned from listening to a customer. If you pay attention to what they say, you may even notice a trend of doing something right or wrong, which can guide you in improving your business. You should also consider taking regular customer surveys, as this is another low-cost and effective way to get genuine feedback about your customer service. Being known as a company who really listens to customers will also improve your brand image and customer loyalty.
3. Using the Right Software
Using the correct software in your business can save a number of headaches and just generally make your business run smoother and much more streamlined. Specialised software now allows you to store all of your customers data and vital statistics in the cloud, allowing you to access it anywhere with an online connection. You can also allow your employees access to this, so they can quickly bring up a customers data when they receive a call from them. Another great tool is the ability to record and monitor calls, which will allow you to keep an eye on how calls are going and act accordingly.
4. Employee Training
Great customer service will always come down to how well you train your staff. At the very least, your staff should go through basic customer service training, so they know what their job is, and how to correctly address and treat customers, as well as how to handle complaints. The better your staff are trained, the better your customer service will be, so it is wise to keep up with the latest training programs and ensuring your employees are trained to the best of their ability.
5. Keep Staff Morale High
As well as training your staff well, it is important to keep morale high in the office. Customers will be able to tell if your staff are bored, annoyed or generally fed-up, and this has a huge knock-on effect to the way customers will react to and engage with your business. Keeping your staff happy will also mean that they will do their jobs more efficiently and work more productively, so make sure you let them know you value their work.
Sonia Rabone works for Magnetic North, the UK’s leading contact centre software solutions companies. Sonia has a keen interest in business and customer services.