The standard of support offered to customers can really make or break a business. Often, it’s what sets companies apart from their competitors. And with so many big name brands setting the customer experience bar so high now, consumers and end users are used to the best. So how can you provide best in class support to your clients, to ensure that you really add value and maintain that customer base long-term?
Make contact easy
This sounds obvious, but for so many businesses - it isn’t. Don’t make people trawl your website looking for contact details. Make sure customers know how and when they can contact you, making that customer journey as seamless as possible.
Fastest finger first
The quicker you can respond to customers, the better. Set some challenging SLAs that when met, will really impress your client base. Answer phone lines in three rings, respond to emails within the hour… get back to customers before they expect you to, and you’ll be on to a winning start.
Use human beings
If possible, get rid of convoluted IVR platforms and have your phone lines answered by human beings. Automated email responses work well as holding emails to meet SLAs, but they don’t do anything to appease the customer or resolve their issues.
Answer ALL the questions
There’s nothing worse than emailing a query to a supplier or partner, and only having half of your questions answered in the response. Answer all of a customer’s questions in the first reply, and if you don’t know the answer - find out.
It sounds cheesy, but if you smile when you talk to customers on the phone, your voice lifts, you sound more cheerful and those good vibes are passed onto your client on the end of the phone. Don’t believe us? Try it!
One of the first things they teach you at customer service school! (Or they would do, if customer service school was a thing). REALLY listen to what your customers are saying, and prove it by repeating their problems back to them to make sure you’ve really understood what they’re saying. If you need to read between the lines, do it, but then confirm back to them that you’re both on the same wavelength before moving on with the call or meeting.
Personalise the experience
When a customer visits your offices or site, make sure they feel welcome. Everybody should know who they are, and greet them appropriately. There’s nothing worse than turning up at a business premises and being made to feel like you shouldn’t actually be there. You could even add some personal touches, like having that person's favourite coffee on standby, or buying their favourite biscuits in ready.
Don’t be afraid to follow up with a customer to check that their needs have been met. Short surveys can be helpful here, but even just the gesture of getting in touch to say - how did we do? Can we help you with anything else? Goes a long way.
We work with all manner of business that provide support. If you have any products or services we could help you deliver to your customers, please call us on 0161 498 1200