Consumer values and ideals are shifting faster than ever before. As a result, it is vital to keep your customer service standards high so you’re not trying to run a marathon when you can barely make it through a mile without stopping. So, no matter how complicated customer service gets, remember not to overthink the end goal—satisfying your customer.
1. Wow your customers
Your customer service program should match that of a 5-star hotel. Plan to go above and beyond your customer’s expectations. They are much more likely to convert, stick around, and refer their friends. For example, if you notice someone complaining about a pain point you can solve, use that to fuel an easier conversion.
2. Don’t just match your competitors
To surpass your competitors and achieve what’s never been done, then you have to do what has never been done before. In fact, go out and create your own customer service standards instead of doing what’s expected.
3. Be transparent
Trust builds loyalty, which is why it is imperative to be 100% transparent with your customers. Certainly, mistakes will happen and when they do, act quickly to communicate with the customer and remedy the error.
4. Connect with your audience
Customers are seeking a human connection. You can start with a template; however, personalize it before replying.
5. Ask for feedback (and listen to it!)
Nobody knows your customers and their needs better than your customers. So give them a channel to tell you what they really think about your products or services. Even if the feedback isn’t as positive as you would like, if it’s honest, then you can learn from it.
6. Inform your customers about changes
You’ll win your customers’ trust and build loyal relationships if you keep them up-to-date on changes (good or bad).
7. Invest in those who invest in you
It’s much easier to reconvert an existing customer than to convince a brand-new customer who hasn’t already bought into your products or services. For instance, set up a rewards program or coupon system to keep your loyal customers coming back for more.
8. Be the expert among experts
Don’t give customers a reason to think that your competitor may be more knowledgeable than you. For this reason, keep your staff up-to-date on industry trends and best practices.
9. Acknowledge and learn from complaints
Nothing is worse than ignoring a negative comment or poor review. It shows, not only to that customer but also to all users who come upon that comment, that you don’t care about your customers’ concerns. Quickly put out any fires before they spread and learn how to avoid that issue moving forward.
10. Be in the conversation with the customer, not for the sale
Like transparency, if you are only interested in making the sale rather than resolving the customer’s issue, the customer will recognize that and turn to someone empathetic to their needs.