Your customers are the beating heart of your business, and you want them to know they’re not just clients but allies. Keeping the people who already love what you do is much easier on the wallet than chasing new ones.
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Around 65% of your sales come from these familiar faces, so there’s a clear case for ensuring they stick around. Top-notch customer service isn't just about keeping your regulars happy but your golden ticket to winning over new ones. So, take a breather and dive into practical strategies to improve your customer care game.
- Get in your customers’ shoes
The best way to improve customer care is to know what they truly want. Every move your customer service crew makes should be about making people happy. So, you must get inside their heads, understand what makes them tick, and let that guide your whole customer service game plan. The best way to do that is to ask them. Send out a survey, email them, give them a ring, or use any tricks up your sleeves to find out what’s on their minds, especially regarding your particular line of work.
- Show empathy
Nailing down what your customers need is just the start. It’s all about how you connect with them. How you chat, support, and listen can make or break your customer service efforts. Usually, businesses are money-focused when it comes to improving their performance. However, money isn't everything, and your customer support unit needs to know that their job is not just about dollars and cents. It’s about making sure your customers feel the love after they talk to you and letting them know you understand them. And that’s where empathy steps in. It's like a magic ingredient for boosting customer happiness. And when they’re happy, your bottom line does a happy dance, too. So, make empathy part of the performance coaching mix and increase customer satisfaction.
- Give your team top-notch training
Your customer service force stands on the front lines, so you must back them up with some seriously awesome training. Whether it’s a full-blown course, an easy-peasy online reference guide, some good old-fashioned mentoring from the seasoned pros, or a mix of everything, make sure your crew feels like they can handle this. The happier your customer service teams are with their gig and future, the more they’ll go the extra mile to keep your customers grinning from ear to ear. Why not give them the good stuff and watch that dedication to customers shoot through the roof?
- Show appreciation to your loyal customers
In today’s world, personalization is vital. It sparks more sales and keeps your customers returning for more. Unsurprisingly, loyalty programs are a big deal today. They’re like your backstage pass to getting to know your customers better. Around 79% of customers are head over heels for loyalty programs that get them. So, knock the socks off your loyal customers with an experience they will never forget, tailor-made for them. Picture this: you’re running a brewery. You could show love to those long-time fans who spread the word about your brews online by sending them some free beer to their doorstep. But why stop there? Throw in a surprise brewery tour to make their day!
- Keep your word
Your words should mean something to your customers. Whether it’s promising a timely delivery, ensuring top-notch service, or resolving any pesky issues, make it all come true. It’s not just about talking the talk but walking the walk. When you keep your word, you’re not just meeting expectations but blowing them out of the water. That’s how trust and loyalty are built. So, if you commit, stick to it and watch those happy customers return for more. There’s no glory in failing to deliver and receiving many complaints. So, if your business promises punctual deliveries or services, fleet management is your secret weapon to boost on-time performance and keep your customers grinning from ear to ear. You may learn more about managing a commercial fleet to boost customer service and grow your business.
- Encourage honest feedback from your customers
Here’s the thing about having a culture of honesty and integrity: it isn't just about slapping it on a poster and calling it a day. It’s about living and breathing it in every meeting, email, and chat you have with each other and with your awesome customers. Listening to what your customers say is like showing them real love, making them feel extra special about your brand. The good feedback is like the icing on the cake, sparking those positive reviews you adore. And even when you get not-so-happy feedback, embrace it as a chance to up your game. Even those tricky talks with customers become a piece of cake when they know you’re all ears. So, ensure your crew keeps this culture alive and kicking, and you’ll get the scoop that helps you learn and improve each day.
- Use speed and efficiency-boosting tools
Even the best crew can't work their magic if they’re bogged down with clunky, sluggish, or just plain confusing tools. If they can't get the info they need immediately, it’s like a one-way ticket to a not-so-great customer experience. The best approach is picking customer relationship management and contact center tools that make lightning-fast solutions and stress-free experiences a reality for your customers and your awesome crew.
This approach is about tools that play nice with all your other business systems and serve real-time data from every nook and cranny of your business. That’s how your team gets the lowdown right at their fingertips. Consider these a part of shaping your crew to be as flexible as a gymnast and tackle whatever comes their way.
- Keep an eye on the competition
It’s smart to peek at what your competitors are cooking up in the customer service department. You can even throw some other top-notch organizations into the mix – the ones famous for their incredible customer service. You never know; you might pick up a few tricks from their playbook. Check out some cool ideas for making this happen in your customer service training resource. Once you have done the undercover mission, you want to spill the beans and tell the rest of your customer service team about the findings. That’s when the light bulbs go off, and you can spot the best moves you want to bring into your customer service toolkit. After all, there’s nothing wrong with getting inspiration from the big guns.
- Get social with your customers
When your customers slide into your social media DMs, it’s not just for kicks. They’re there because it’s quick and easy, and they’re looking for a speedy response. Around 42% expect to hear back within an hour after they drop a complaint. And about 32% of them think you have about half an hour to get back to them! Data by Hubspot is pretty close, saying 72% of people who throw a complaint party on Twitter want you to show up within the hour. They will likely share their woes with friends and social media if they’re unsatisfied with your product or service delivery. Plus, platforms like Facebook make it easy for everyone to clock their response time. So, get social, stay snappy, and keep your customers happy.
- Help them help themselves
Some of your savvy customers are about taking the DIY route when sorting things out. A survey by Zendesk found that about 53% of customers thought it was important to tackle their service-related hiccups independently. How do you roll out the red carpet for self-help options? You may add a knowledge base or a solid FAQ section. Dig deep into the most common head-scratchers and give them the full lowdown in detailed articles and easy-to-follow tutorials. That’s how you help them help themselves.
This is a contributed post.
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