In an era when competition is cutthroat regardless of sector, companies need more than just discounts and promotions. Companies need to focus on advertising in order to woo new customers and retain existing ones. Outstanding customer service is the mantra for staying ahead in the rat race, no matter which sector a company belongs to. There are certain tried and tested methods a company can adopt to ensure its customer service is exceptional and allow it to reach the zenith of success.
Listed below are the major ingredients of success when it comes to customer service:
- A touch of warmth and assistance
- Availability and accessibility
Easy accessibility to the customer care section is also a key matter in customer satisfaction. Not every customer will want to contact customer care in the same way. While calling is the default method for a majority of customers, there are those who still prefer email. Nowadays, social media profiles are what most youngsters prefer. Finally, there are those customers who prefer the live chat option. In short, it’s important to keep every accessibility option open for customer use.
- Exceeding expectations and surprise elements
Additional measures for excellent customer service
Apart from the methods identified above, your company can adopt a few additional measures to ensure exceptional customer service.
Responsiveness: Responsiveness is not just about answering a customer’s query promptly. Sometimes, it may take a little longer than usual to look into issues faced by customers. This can happen during times like Xmas and New Year’s. In such situations, it is necessary to offer the customers more than the formal assurances and apology. Customers can be provided with extra compensation perks like discounts, rebates on purchases and warranty extensions. This can pacify customers for a while and allow the company to get some breathing room before the issues are resolved.
Feedback: Feedback can be used as a powerful tool to develop a positive brand image and develop strong customer relationships. Feedback can be collected from customers with respect to product quality, areas for improvement or their expectations for the company. Feedback can be collected from the customers in multiple different ways. Emails can be sent along with online forms that ask them to complete such forms on the company’s social media profiles. Ensure the feedback process is not too lengthy because most customers will lose patience completing a long form, on paper or on a website.
By Sawaram Suthar, Head of Marketing at Tagove Live Chat