Flawless customer service experience does not only translate
to more sales; it also brings repeat sales.The size of your small business is
one big reason you should not only improve your customer service but also
increase sales and outperform your more established competitors. Customers are
the lifeblood of any business, and they are especially precious during
uncertain times like this. The strength of your bond with them and the quality
of their experience with your business will determine how long you will remain
in business. Below are 7 ways you can improve your customer service and fire up
your sales:
1. SEEK AND VALUE
FEEDBACK. As a small
business seeking and placing premium on feedbacks from both your employees and
customers will help you provide outstanding customer experience. Your employees
are the face of your business, they interface daily with your customers and can
furnish you with valuable feedbacks that will give your business a competitive
edge. Customers on the other hand, do not only buy and use your
product/service; they buy that of your competitors too. Their feedbacks if
requested can be a source of intelligence to drive your sales. Feedbacks from
these two sources can help your company modify product/service to serve your
customers better.
2.BE REACHABLE. Be small for good and not big for
nothing. Deploy all you can to make it easy for your customers to reach you.
Offering many options for potential and established customers to contact you
will keep them; and wanting to buy from you. Excellent customer service begins
from being close to your customers whenever and wherever. Make your Linked in
page, twitter handle, toll free hot line, Live chat on your website, E-mail ID etc.
available to them they will appreciate it and reward you for it.
3. SEE FROM YOUR CUSTOMER’S PERSPECTIVE. Every business is to serve
the interest of its customers, its size notwithstanding. Thinking like a
customer will continually help you see how you can serve them better and keep
them happy and loyal to your business. Customers are only interested in how
your product/service can improve their lives/add value to them.
4. EMBRACE AND PROMPTLY
RESPOND TO CUSTOMERS COMPLAINTS. Some large companies are really losing ground with customers
in this regard. Forget that some customers’ complaints will hurt and appear
flimsy sometimes, embracing and promptly addressing them are pathways to
beating your competitors to providing a top notch customer service. Acknowledging
and addressing their complaints within the least possible time will build a
solid base of satisfied and loyal fans for your small business.
5. EQUIP AND UPDATE YOUR EMPLOYEES
WITH SERVICE/PRODUCT INFORMATION. I have seen an established business “dance naked in the
market place” by failing to address this key issue. Small businesses can learn
and position themselves to guard against this. Whether you have a designated
customer service team or every employee play utility roles, it is extremely important
that employees across all departments have an updated information about what
you are selling. This will equip your people to adequately solve customers’
problems promptly.
6. PERSONALISE CUSTOMER
SERVICE. Customers
are different and so are their needs, wants and interests. Treat your customers
as individuals and not as a group. The flexibility in small businesses can give
you an edge in providing personalized customer service. Embracing a fully
personalized customer engagement approach will minimize potential frustrations
and allow you to easily resolve many customer issues. This should extend from
your e-mail to them to customer support to the sorts of products and services
you recommend to them.
7. ENGAGE THEM BETTER
WITH AFFORDABLE TECHNOLOGIES. Today’s technological advancements have actually made it
even easier for small businesses to adopt new services that will help them
better engage with customers. Smart combo of mobile technology, social media
and analytics can help you better understand your customers. Deriving insights
from social data to uncover trends, preferences and predictions will keep you
ahead in efficiently meeting your customers’ needs. These technologies will
drive your growth by allowing your company move from an innovative idea to a
strong brand and often remove geographic constraints to opening new markets.
Adopting new technology for small business is a way of increasing productivity
and reaching their goals more efficiently.
Ultimately, empowering your team to drive your customer
experience is key in your quest to improve customer service. With a deliberate
and conscious effort your small business can be reputed for unmatchable
customer service, thereby cornering more sales.
