Customer service, it’s the bread and butter of any business, right? It’s the first human touch for your customers and sets the scene for the whole show. Cock it up, and you’ve got a real drama on your hands, including a cash drought and a reputation in tatters.
A crappy customer service experience can range from playing the waiting game to dealing with a staff member who couldn’t give a monkey’s about your problem. On the flip side, a tip-top experience is swift, efficient, and gives you that warm fuzzy feeling. The secret? Staff who’ll bend over backwards for customers, whether that means pulling out all the stops or thinking outside the box.
Tell you what, I recently had a customer service nightmare that left me feeling like a ghost, miffed and out of dosh. I’d splashed out on some snazzy new house bling and sat tight for the postie to rock up. I waited. Then I waited some more. But nada. I gave the seller a nudge twice to suss out what was happening with my order. The first time, they spun me a yarn about the delay. I shrugged it off and played the waiting game again. The second time? Delivery date pushed back again, no reasons given. Cheeky blighters.
If the seller had taken the bull by the horns and kept me in the loop about my order (instead of me having to chase them for an update), it would’ve been a totally different ball game. I might’ve even gone back for more. As it stands, I’ve had to go elsewhere for the same gear and wouldn’t recommend them to my worst enemy.
So, what’s the secret sauce to stellar customer service?
Things are changing fast in this game. With social media on the up, customer service squads are expected to be on call round the clock to sort out any hiccups. If you’re gunning for top-notch customer service, here’s what you’ve got to nail:
Get ahead of the game – anticipate your customers’ needs and dish out the info they need before they’ve even thought to ask for it.
Be on hand – make it a doddle for customers to reach out to you by offering a plethora of ways to get in touch.
Empathy – stick yourself in your customers’ shoes and suss out what they’re after.
Accountability – don’t beat around the bush, be straight up about what’s going down with your business so your customers know the score.
Don’t turn a blind eye to your customers’ gripes or moans. Get them sorted, pronto. Chuffed customers are your best marketing tool, word of mouth is worth its weight in gold.
In this digital era where everyone’s fighting for the spotlight, customer service is the bee’s knees! It’s the lifeblood of any business. It’s what makes customers feel valued, it’s what keeps them coming back for more, and it’s what cements brand loyalty.