(This is a contributed post)
Customer service is always an area of your business that you can improve upon in many ways. It’s essential to always focus on improving the customer experience regardless of whether they’re new to your brand or whether they’ve been a loyal customer for a while now. Here are some tips to help improve customer service.
Shipping is something you’ll always want to be aware of because your supplier might be providing the service you need when your business first starts out, but they need to also be able to handle and adapt as your demand grows. Any shipping issues are going to be a problem for you and your overall earnings. Things like delays in parcels being delivered or damaged packages delivered by a courier is going to mean more expenditure. With that in mind, it’s good to assess the current feedback of customers in terms of shipping and what might need to be improved to have a lower return of packages but also to stop issues happening when it comes to shipping. Yes, there’s always some degree of delays and mistakes that can happen, but it’s important to iron these out sooner rather than later.
The more ways you can provide contact for your customers to get in touch, the better. This gives your customers the attitude that you’re a company who welcomes communication and is willing to help in any way. Of course, it’s good to provide online help where possible in the FAQs but you need to provide ways that customers can speak to someone. Whether that’s over the phone, a live chat, or email, they’re all good forms of contact to openly provide. If you’re closed off and make it very difficult, that’s only going to be frustrating for customers, and you’ll likely lose them in the process.
Feedback is something to be welcomed, regardless of whether it’s good or bad. It’s important because it can help you to improve on things that you were perhaps not aware of being an issue prior. You can ask for feedback at the end of purchasing and in the form of pop-ups. You could have call-to-actions on your website that link to a survey or send them over via your email newsletter. There are plenty of ways to ask for feedback, and regardless of the feedback, it’s worth receiving it.
And finally, your customer service is only as good as the individuals who make it excellent. Therefore, investing in staff training might be something that’s worth doing. Consider what needs improving, whether that be the script staff use, or whether it’s the body language they have when they’re speaking to customers face-to-face. Not everyone is naturally good with customer service, but everyone can learn to be better.
Use these tips to help improve the customer service in your business, whether that’s with staff training, customer feedback, or general communication.