One clear message whether it is big or small business, or whether it’s a team of 10 or 1000: with increasing competition, customers are becoming a lot sharper.
They are hungry for information and this places greater importance on customer service. Equipped with more options and more choice, customers’ expectations of the service they receive are continuously rising.
At the same time, it’s probable that the budget you have available to improve your customer service is declining.
Two major questions come up when looking at improvising customer service:
This is a challenge that organizations of all sizes face, but with cautious planning, it can be solved. 5 step suggestion to deliver excellent customer service without affecting your resources.
Any SME or big businesses are showing increase importance on social and digital communication. However, as per suggested research, it shows that people are still used to communicating by phone, email or in person. So, make sure your customers are always able to contact you based on their type of preference. For most businesses, this will mean keeping these core elements as the foundation of any multichannel or social media strategy.
Above all, any customer wants their issues resolved with satisfaction. Businesses that resolve problems successfully know what delights and annoys their customers at every single stage of their journey. To help achieve this, consider investing more time gathering detailed customer feedback. An easy way for small businesses to do this is by gathering feedback via social media.
Besides helping you to understand how your customers feel about your business, social media has great potential to cut costs within your customer service operations. For example, providing a customer with another option of getting in touch with you. The option small businesses have which is to do more with less using social media.
Breaking down Walls
Excellent customer service is carried out by individuals who take full responsibility in genuinely wanting to resolve a customer’s issue. Similarly, great customer service is characterized by a smooth experience regardless if its provided in a store, via phone or online. There are ways you can help employees share knowledge. Job shadowing or a more common term is the buddy system across departments of the business can help an employee get more insights. Ensuring managers spend time addressing customer service issues is another great way to gain knowledge.
A Step at a Time
If you are thinking about adding new channels like social media right now, or have them on the to-do list, the important thing to remember is to take it one step at a time. Start small, gather feedback along the way, and fine-tune your efforts as you move forward. And remember, just like your business or your phone lines, social media doesn’t necessarily have to be 24/7. It’s ok to set expectations. Some of the biggest companies in the world restrict their social media customer service to office hours. You can make this decision based on the requirements and nature of your business.