Do you think $41 billion is a lot of money? According to research by Smart Customer Service, that’s how much U.S. brands lose each year due to poor customer service. Providing excellent customer service is a business opportunity that should not be overlooked. Building customer loyalty doesn’t have to be expensive or difficult, either. Simple, yet thoughtful, actions go a long way and can have a significant impact on how customers perceive your brand. Here are six tips to help you deliver the ultimate customer experience.
A critical aspect of great customer service is the personal touch. This can be as simple as greeting customers by name. You can have a genuine conversation with your customers, ask about their day, and get to know them on a deeper level. No one wants to be treated like a number or another business transaction. Your goal is to make the customer feel comfortable and appreciated.
Delivering a personalized web experience can also build brand loyalty and show customers your dedication to meeting their needs. For example, sending customers product recommendations and friendly reminders customized towards their preferences and habits.
Facial Expressions and Body Language
Nonverbal communication helps shape our interactions with others. Facial expressions are powerful because they can reveal a person’s true thoughts and feelings. In business situations, it is important to keep your facial expressions positive. Always smile, maintain eye contact, and nod your head as customers speak to show interest. Also, pay attention to what your body language is conveying. Our perceptions are affected by the way we sit, walk, stand, and carry ourselves. Keep your posture open with your body turned to face the customer whenever possible.
This one’s pretty cut and dried. “Please” and “thank you” still are the magic words. Manners are priceless and they go a long way. They are a sign of professionalism and respect and they mirror your company’s image. Your mood should not dictate your manners, and being rude is something a customer will never forget. So like mom always taught us, mind your manners!
When customers inquire about a service, product, or have general questions, always respond and do so in a timely manner. Have you ever emailed or called someone who never got back to you? How did that affect your perception of the person? It makes customers feel unimportant and not worth your time. Always respond to social media posts and comments. Even if they are negative, your service recovery can diffuse the situation.
Never Answer What You Don’t Know
If a customer asks a question, and you don’t know the answer, simply tell them that you will find the right answer and get back to them within 24 hours. Give them a timeframe and follow through on your promise. This is much better than giving a customer a false or uncertain answer. Customers will appreciate the honesty, as well as the timeliness of your response.
Go the Extra Mile
Develop a habit of always going the extra mile and exceeding your customers’ expectations. Going the extra mile not only helps you to stand out among competitors, it also enhances loyalty, customer satisfaction, and promotes word-of-mouth advertising. Send handwritten thank you notes, birthday cards, and coupons. Keep your customers informed and build meaningful relationships. Finding employees who emulate these characteristics is also critical in delivering great customer service. Think outside the box and use your imagination to discover new ways to enhance the quality of the service you provide.