What is the main aim behind providing customer service? To keep the customers happy!
Indeed, it is becoming challenging day by day for businesses to retain their customers’ loyalty. Thus, they need to invest more in important external factors to ensure they don’t lose customers to competitors. Providing high-end customer service is one of the most important and effective factors that can be put to use.
So before you are bombarded with the insightful research and statistics in this regard, here’s an important piece of data that you should know about.
According to a survey conducted at Harvard Business School, it was revealed that even if the businesses manage to retain their customers by 5 percent, they can ensure increase in profits by 25% to 95%. Now with such a huge opportunity in hand, who wouldn’t like to exploit the power of customer service? Here are some great tips about customer service that you should keep in your mind:
It is almost impossible to retain the loyalty of your customers if you aren’t communicating with them. This is what you need to do:
1. Know your customers exist. If you are least bothered about what your customers feel about your products and services, they would start ignoring you. Ask for their valuable feedback on a timely basis. Not only will this help you improve at your end, it is the best way to make your customers feel important.
2. Respond as soon as possible! Customers want to reach out to you with the purpose of being heard. If they have a complaint or a suggestion, take it positively and communicate with them about how you can make things right. Win their trust!
If you have a selling process that your customers do not enjoy, they will likely switch to a competitor offering better customer service. Thus, it is an integral part of gaining customer loyalty to adopt the correct way for selling to customers.
1. Say what your customers want to hear. Use persuasive words to motivate and encourage your customers to buy more, for e.g. instantly, new, and free. Listening to such persuasive words, customers enjoy purchasing and often purchase more than they would have otherwise.
2. Offer giveaways, discounts, and free items to your customers on purchases. Again, these are some great selling tactics that have a psychological impact on your customers, persuading them to buy from you only. In fact, this could even lead to some serious word-of-mouth advertising as happy customers often share their experiences with their friends and family, eventually bringing in more business for you.
Last but not the least, after sales services are one of the most important aspects of high quality customer service. Most businesses only deal with their customers until they are successful in selling the product. They turn their back as soon as the customer is done with the transaction. This could be a huge disappointment to some customers.
Providing after-sales services helps you gain the trust of customers. They are more confident in buying the product from you because they know you have their back in case anything goes wrong. This is especially important if you are dealing with expensive, long-term, fragile or electronic items. Customers definitely would prefer you over the competitor if you offer them after-sales services. Go for it!
Keep these important tips mind and improve your customer service today for a thriving business!