Having the best product in the market means nothing if you don’t understand your customers. And how can you understand customers if you don’t assist, advise, and communicate with them?
Customer service is important IN ANY BUSINESS because it connects a company to its clients.
If done correctly, customer service can help you provide your clients’ needs better, build customer loyalty, and optimize your operations in the long run.
How can you provide good customer service? Here are seven principles you can start with:
1. The customer is always right. Or at least they should feel like it.
While customers aren’t ALWAYS right, they do deserve to be treated as if their needs and (sometimes wrong) opinions are important to you, and that you’re doing your best to offer them solutions to their problems.
2. Underpromise and overdeliver.
This rule works best if you’re trying to build goodwill and establishing a competitive track record. Just remember not to overdo it. The goal here is to manage your clients’ expectations.
If you overdeliver too much or too often, then you’re adjusting your clients’ expectations until even you can’t fulfill their expectations.
Give better work quality than expected, but don’t promise what you can’t accomplish.
3. Be proactive in identifying customer needs.
If you really know what you’re doing, then you should be able to identify potential client issues even before they arise.
Putting out fires before they start promotes brand loyalty and customer trust.
4. Make sure the client understands your service.
What exactly are you providing? Do the clients know your processes? Do they agree with them? How can they reach you if they need you?
Having a clear vision of how the service works will go a long way of improving your service quality.
5. Give your employees the value they deserve.
When talking with clients, your employees represent your product and your company. One wrong remark and you could lose your client or worse, face a lawsuit. Yikes.
Make sure your employees are providing their best efforts by giving fair compensation and making efforts to ensure their job satisfaction.
6. Understand that there are different customer profiles.
Your customer service formula for Company A may not necessarily work with Company B.
Customer segmentation, or the practice of dividing your customers into groups will help you address the individual clients’ needs better.
If done correctly, segmentation can help you:
- Identify the best communication channels with your customers
- Create marketing messages that are tailored to specific customer needs
- Focus on the most profitable customers
- Improve customer service and strengthen your relationship with your customers
7. Use customer service as a strategic weapon.
ALL companies need customer service, but not a lot are offering them. Get ahead of your competition by having highly specialized personnel to sell your products, answer product inquiries, address sales issues, and offer technical services.
Not sure how to start outsourcing your customer support? Don’t worry, WinSolutions Corp. is in the business of fulfilling customer service needs. We’ll help take your service to new heights.
Check out our FREE Outsourcing Calculator to get a rough estimate for your company’s needs.