You’ll want to check out these seven keys for providing an unforgettable and outstanding customer service experience because the best product in the world won’t save your business if your customer service stinks.
It's true! You do not need to be a mad scientist to figure out that good customer service is one of the most important parts of any successful business.
There are plenty of people who love a product but still won’t do business with the vendor… all because of one poor customer service experience.
Chances are, you have experienced disappointing customer service. So, you will know that one bad experience can wipe out weeks, months or more of good experiences that you have had with that company. That’s why your customer service needs to be outstanding - Unforgettable (in a good way) and beyond reproach.
And that’s why you’ll want to check out these seven keys for providing an unforgettable and outstanding customer service experience…
1. Respond Promptly and Professionally
When a prospect or customer contacts your customer support team, their inquiry is the most important thing going on in their lives right at that moment. They may be sitting right on the edge of making a major purchase decision. Or perhaps they already made a purchase, in which case your response is going to determine whether this person remains a customer.
If you don’t respond promptly, a prospect is going to wander off to see what your competitors are offering. You’ll lose the sale. And if you don’t respond promptly to a customer, they’re not going to remain a customer for very long. In other words, you’ll lose the customer.
The second issue is responding professionally. If you’re outsourcing your customer service (and you should be), then be sure you recruit experienced reps and train them to provide great service for your prospects and customers.
2. Reflect the Customer’s Concerns
One key issue that tends to further upset customers who are already upset is to have an interaction with a customer service rep who doesn’t seem to truly understand the problem and, worse yet, doesn’t seem to care.
Here’s the key: a little empathy can go a long way.
What you’ll want to do is train your customer service reps to reflect back your customer’s concerns (so that they feel heard) and to then show some empathy.
E.G., “I understand that being unable to access your new membership must be very frustrating for you…”
After your customer service reps have shown understanding and empathy, they can then apologize for the customer’s problem (where appropriate) and set about immediately fixing it.
3. Be Proactive
Sometimes in your business unexpected, unpleasant things are going to happen. And if you want to salvage your relationship with your prospects and customers, then you need to be proactive and fix things before the complaints start coming in.
For example, let’s suppose you sell access to a web-based app. And let’s suppose something happens (malware or something else) that takes your app offline for several hours, a day, or more.
You know that this is going to greatly inconvenience your users – and depending on what the app does, it may even affect their livelihoods.
Your first step is to immediately let users know that you’re aware of the problem, you’re aware of the inconvenience (or worse) to users, and your team is working to fix it as quickly as possible. If you have an estimated time of when the app will be back up and running, let your users know. Then keep them updated throughout the process.
Once you’ve fixed the problem, then be proactive about compensating users for whatever inconvenience they experienced. For example, give all users a free month’s worth of access to the app as an apology for the downtime.
Point is, when problems arise (and they will), stay ahead of them, keep customers informed of what’s going on, and then compensate users for their trouble.
Here’s the next idea for providing a great customer service experience…
4. Design a User-Friendly Website
The customer service experience begins the moment your visitor first clicks on your website. If your site isn’t user-friendly, your visitor is going to get frustrated, they’re going to leave with a bad impression of your business, and they’re unlikely to come back.
That’s why you’ll want to be sure your website not only looks professional, but it’s also user friendly as well. It’s a good idea to do some usability testing with members of your target market to check that they’re able to perform common tasks on your site (such as ordering a product) with ease.
5. Create a Customer Onboarding Process
Sometimes customers pay their money for a product or service… and then the business seems to forget about them (except to ask for more money from them). This leaves customers feeling neglected and unsatisfied. They may even feel confused and overwhelmed about the product itself.
End result: the customer doesn’t remain a customer.
That’s why you need to snap in place an effective customer onboarding process.
This is a series of emails or other contacts where you accomplish the following:
- Welcome the new customer to the business.
- Remind them of the benefits (to reduce buyer’s remorse).
- Show them exactly how to start getting the benefits (by using the product).
The point is to encourage new customers to use their product and make the most of it, which in turn boosts customer satisfaction.
Which brings us to the next point…
6. Gather Customer Feedback
A whole lot of prospects who come to your site are never going to turn into customers. And plenty of customers aren’t going to become repeat buyers. The question is, why?
One way to get an answer to this question is to gather feedback from your prospects and customers, including (and perhaps especially) the customers who leave your business. That way, you can get an idea of what they like and dislike about your website, products and business. Plus, you solicit ideas for ways to improve.
7. Use the Right Tools
One big key to providing a great customer service experience is to use the right communication tools.
If you rely solely on email, there are emails that are bound to disappear into spam folders. When that happens, your customer is going to think you’re ignoring them. And you can bet that doesn’t do any favors for your retention rates.
Secondly, even if emails were 100% reliable, the whole system can be messy. Unorganized. At best, an unorganized system wastes time. At worse, important problems can slip through the cracks.
So, what’s the solution?
You need to use a powerful customer service platform like Help Scout. This platform lets you use email, but you get organized communications and a platform that won’t let any emails slip through the cracks. Plus, the platform also includes other features like live chat and reporting.
Point is, if you’re serious about creating a great customer service experience for your visitors, then you’re going to want to use a tool like Help Scout.
Providing exceptional customer service is one of the big keys to creating a successful business. That’s why you’ll want to put the tips and strategies you just learned to work for you. When you create satisfied customers, you’ll naturally create repeat business and referrals too!
Here’s one more important note about using the right tools to create a great experience…
You can certainly get your Help Scout account directly from the Help Scout website. But if you like saving money – and you’d like to get access to dozens of other tools alongside your Help Scout account – then you’re going to want to check out the Business Pass VIP rewards membership site.
This rewards site gives you access to thousands of dollars’ worth of tools for one low investment. If you like saving money – and you’re serious about growing your business this year – then join other savvy small business owners and get your Business Pass VIP account today.
There’s only one way to get it – click here to get yours: https://businesspass.vip/.