Many small businesses are struggling today because of poor customer service.
What is Customer Service?
Customer service is the ability to accurately identify, and satisfactory meet the needs and expectations of the customers daily, and with a measurable outcome.
Here are the things you need to do if you want to improve your customer service.
1. Identify Customers’ Needs
When a customer request goods and services through any of your sales channels (online, face to face and telephone), make sure you fully understand what the customer is looking for. It is important you write it down.
For example, If a customer order three shoes over the phone and you deliver two shoes, it means you didn’t accurately record what the customer was asking for during the telephone conversation. Failing to understand or write down the customer’s needs is also poor customer service.
2. Ensure You Meet And Exceed The Needs And Expectations Of Your Customers On A Consistent Basis
Just like in dating, the first impression matters a lot in business. If a customer who used to buy from you ceased to buy from you, that means you didn’t meet his/her needs and expectations.
Any customer that steps into your store for the first time comes with expectations. First time customer will always give you the benefit of doubt, that you are going to treat them well.
If they experience poor customer service, chances are they won’t come back again. However, if they enjoy your service, they’ll always buy from you.
Always remember that you have one opportunity to make a first impression – with investors, with customers, with PR, and with marketing.
he example above shows that you’ve failed to meet the needs and the expectations of your customers. If you send a poor quality product to the customer, then you’ve failed to meet the needs and expectations of the customer. Always strives to meet the needs and expectations of the customers.
Be consistent. If you’re not consistent in meeting the needs and the expectations of your customers, they will go elsewhere.
A customer whose needs and expectations are not met can discourage new customers from buying from you.
3. Ask Customer For Feedback And Reviews
Feedback and reviews are important aspects of customer service. Always ask customers for feedback or review whenever they buy a product or service from you.
Feedback and review is a piece of helpful information (positive or negative criticism) communicated to a business owner who will use the information to improve business processes.
Feedback and review help business owners build a relationship between customers and the brand. Feedback is used to measure customers’ experience and business performance.
If a customer gives positive feedback or review, it means you’re doing something right. However, if the feedback is negative, then you have to learn from it and make the necessary correction.
In business, you don’t have to wait for customers to write a negative review on a third-party review site like Trust Pilot and Feefo before you act. Be proactive, always ask customers for feedback after they’ve purchased your product or services.
Feedback gives customers a sense of belonging. It gives the business owners room to improve the customer’s experience.
Customer service is the heart of every business. Without customers, there is no business. Always take your customer service serious. In this article, I have defined customer services, and highlighted three ways you can improve your customer service. If you can implement these strategies, you can improve your customer service.