Even in an age which is largely dictated by the internet, resulting in a lot of companies never actually having direct contact with their customers, customer service is still key. Even if you never really see your clientele face to face or even speak with them over the phone; it is still so important to make sure that you don’t give the customer any reason not to return to your company for future transactions.
5 Ways to Improve Your Customer Service
Customer service has always been one of the biggest staples of a successful business yet so many brands still get it wrong time and time again; leaving customers with a bad taste in their mouth and looking for somewhere else to spend their money. So how do you ensure your customer service is of the highest standard in a world that is propelled by modern technology. Read on for my 5 Ways to Improve Your Customer Service in this age of technology.
1. Get Your Website In Order
More and more people are now taking to the virtual world to do their business and so a company’s website has replaced its shop window as the thing that makes the first impression. Therefore if your website doesn’t function too well or takes too long to load then you could be putting off potential customers even before they consider spending their money on your site. Installing a great CMS (content management system) and improving the usability of your site will mean that more people will stay for a longer time once they have landed on your homepage.
2. Mix Procedures With Common Sense
Company procedures are great and most of the time they mean that complaints and transactions are dealt with quickly and efficiently, and the customer is sent on their way feeling satisfied with the process. However, if you become too rooted within your company procedures they can sometimes cause a roadblock to reaching the correct conclusion and that is when the customer will become frustrated. If all it takes is a little common sense to rectify a problem then sometimes it is perfectly fine to go against procedure and the customer will be a lot happier with the outcome.
3. Bring Your Telephone Systems Up To Date
Even though emails and online transactions are a lot more common than they used to be; the humble telephone is still the first port of call for a lot of people when wanting to get in contact with a company. Therefore you need to ensure that these systems are up to date and can cope with the size of your business and the number of people that will be calling. Customers won’t like to be kept on hold for too long so you may want to install voice answering services and call management systems.
4. Have Everyone Singing From The Same Hymn Sheet
In order to offer consistently high customer service it is important that customers experience the same process every time they come into contact with your brand; whether they are purchasing from you or contacting you with a complaint. If your company is large with many different departments you will have to make sure everyone knows exactly what is expected of them in each instance so you don’t have a situation where two people from two different departments have dealt with an issue in too different ways and come up with two different outcomes.
5. Always Have IT Support
With all the technology that businesses rely on these days there is more at stake that just profit if something should go wrong with your I.T. If your website goes down or your ordering system encounters a problem then unless you have quality I.T support in place you could be looking at a large number of frustrated and unimpressed customers. Issues like this are always going to happen when dealing with I.T but as long as they are rectified without too much disruption your customers are likely to understand and not let it affect their opinion of your business.