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How The Best Companies Improve Customer Service

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Improve customer service

Technology is changing on a daily basis and as a business, you really need to keep up, so your business doesn’t fall behind.

Whether it’s an online or brick and mortar business, the one thing that will help you rise above your competitors is providing professional and memorable customer care.

Improve customer service
Image by Cheshire East Council via Flicr

If you offer customer service that leaves your competitors behind, then this will really help your business succeed, and here are some ways to help you with that.

How to Improve Customer Service in 5 Simple Steps

Step 1: Creates A Face

If your business operates from a virtual place or your business is really off the beaten track, then you need to add a ‘face’ or a persona to your company. Hiring a professional like those virtual receptionists from Reception HQ  is a step in the right direction, as it allows your customers to identify with someone.

Having a virtual receptionist gives customers assurances that you are available to them all day and all night, and if they need to contact your business, someone is always there at the end of the phone.

Step 2: Be Available

You need to make sure that a customer can contact you wherever and whenever, or you risk losing them. The time it takes to get a customer back requires ten times more effort, than it did to get them in the first place. Always have that in mind.

People base their choices on your availability and your level of accountability, and if there is no one there to answer the phone, then they will take their business elsewhere.

If you are proficient with the use of chatbots, you can set it up for self-care services where customers can reach out and get instant support before you step in. Alternatively, you can create helpful articles with step-by-step guides on how to resolve certain challenges.

One of the email marketing services that does this very well is GetResponse. Often, that’s why we recommend them over others.

Step 3: Special Services  

Be sure to offer special services to repeat customers and customers who buy a lot from you. Think about some additional service you could offer to them, so they feel that they are being properly cared for, and that you value their business.

Most customers are willing to pay extra for better customer care and if they receive it, then they will become customers for life. Don’t look at customers as short term opportunities, but long term relationships.

Why people recommend your business on social media to their friends and family also stems from the kind of quality services you offer to them. Upwork in one of their articles outlined other extra services you can provide to your customers.

Step 4: Knowledge Is Key

Keep your customers in the know, and allow them to provide you with information as well. Tell them about new offers that are coming up, and what special discounts or offers are currently available.

Sometimes customers know more about the product or service you are offering, and they know the market trends better. Trade shows are still a great way to tell your current customers what’s happening, and you can also create new opportunities for new customers.

Before the official launch of Social Selling Mastery: a step-by-step, non-salesy guide on how to sell tons of products and services on social media without necessarily using ads and without sounding like a boring salesman, I sent an email to all my subscribers, asking them to tell me areas they would want me to address in our ninja’s strategy for marketing on social media. They did and those contributions from them were very helpful in making the blog post rich.

That goes a long way to prove how necessary it is to keep your customers in the know of what your company is doing.

Step 5: Create A Community

Try to create a large family type community with your customers. You could do this by keeping them up-to-date with information on your website, maybe set up a monthly webinar, or have open houses occasionally at your place of business.

Talk to other business owners in the area and have a street fair, which should draw large crowds of regular customers and create the potential for new ones.

Nowadays, Facebook group community is exploding. Nothing stops you from having a group on Facebook where you can keep in touch with your customers.

Conclusion

These are some of the many methods that can be used to provide exceptional customer care. Remember the customer is king and should be treated as such. Business come and go like the tides, but if it is your intention to be here for the long haul, then offer customer care that can’t be beaten.

Now over to you…

What other unique ways have you implemented to improve customer service in your business? Are there customer service loopholes you’ve noticed in other businesses? Share with us in the comments below.

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15 Comments

  1. Hi Emenike,
    I think the best customer service is getting a response asap. It can be annoying if you call a business and they don’t have anyone answering the phone or if you leave a message and they don’t get back to you that day.
    Online it is the same except you want a response asap – like immediately 🙂 I found some great companies like airlines and telecommunications that respond instantly on Twitter – I love that!

    1. Hello Lisa,

      That’s true. I feel offended when a company don’t respond to my request and complaints almost immediately. It makes me feel the company don’t care about me. Being prompt is also a great sign of effective customer service.

      Thanks for stopping over.

      Emenike

  2. That is a great and valuable article, I love these suggestions great work you have done, thanks. You inspire us.

  3. Great article Emenike,
    When it comes to customer service, I do believe the most important thing is to be on hand to answer questions from our customers. Another thing is to give a money back guarantee especially with digital products. If the customer isn’t satisfied, give them their money back.
    I did this with my offline business and for years no one has ever asked me for money back. I do it as well with my online products and never (yet) had a customer to ask for their money back.

    -Donna

    1. Wow! Donna, this is great. And that must be because you over deliver more than they paid for.

      Though some would like to take advantage of that, but giving a money back guarantee is a great way to convince customers more.

      Thanks for sharing with us.

      Emenike

  4. Great post Emmanuel,
    Good customer service is paramount to the success of every business both online and offline.

    However, this is one area most companies looses it. Most of them often care less about their customers, you’ll have a problem and contact them, and they’ll just take it for granted.

    This uncaring attitude is mostly found among web hosting companies.

    1. Hello Anil,

      Such web hosting company deserve a negative review for acting in such manner.

      If a business can’t take care of their customers, they will soon go the path of the dinosaur. It’s a big lesson for we entrepreneurs.

      Thanks for sharing your thoughtful contribution with our readers.

      Take care

      Emenike

  5. Hey Emenike Emmanuel the information you share about costomer service was amazing and very helpfull also.Thanks for sharing your great idea to us.Keep up the good work.

    Cheers,
    Md Kafilur Raheman

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