A business is so much more than the product they are selling. With many markets being over saturated today, it’s not difficult for a customer to find a replacement product elsewhere. That is why it Is crucial to provide good customer service. Focusing on the experience you provide for your customers online and offline is vital to the success of your business.
“After one negative experience, 51% of customers will never do business with that company again.”
The Impact of Customer Service
In terms of the reputation of your business, customer service can impact you in a positive or negative light. Are you providing your customers with a positive experience? If not, you can be sure that your customers and potential customers will go elsewhere. Ensuring you provide a positive customer experience can lead to positive reviews, making you ‘stand out from the crowd’ and from your competitors.
“Always keep in mind the old retail adage: Customers remember the service a lot longer than they remember the price.” Lauren Freedman, President of the E-tailing Group
How to deal with difficult customers?
In order to handle customer complaints effectively, the first sept is to identify the type of customers you are working with. By doing this you are better able to identify the necessary techniques to help them in the best way. This is crucial for businesses that want to keep its customers and keep them happy. However, what are the types of difficult customers may you come across?
- The confused customer
- The complaining customer
- The demanding customer
- The vague customer
- The impatient customer
- The unresponsive customer
In order to handle potential customer complaints from these types of customers, see our top 10 tips:
- Don’t take the complaint personally
- Remain calm in yourself and with the customer
- Show that you care to the customer
- Ask needed and relevant questions
- Listen to the customer and gain an understanding of the issue
- Provide reasons for all requests and actions you need
- Agree with the customer and do not blame the customer for the issue
- Restate contact or feeling into the conversation
- Propose an action plan or suggest potential options to resolve the issue and then do it
- ALWAYS remain courteous.
Customer trust & brand loyalty
The reality is… customers are more likely to remember an experience if it has been notably positive or negative. Therefore, ensuring you provide a positive experience when it comes to your customer service will help you as a business increase the trust that customers have in your company. By going out of your way for your customers, you show that they are valued for more than just their purchase.
By providing a positive experience you are therefore developing a relationship with your customer, this will in turn keep your customers coming back and also encourage them to tell their others about you in a positive light. Customer retention is crucial. Not only is it easier to rely on your existing customers, but acquiring a new customer costs way more than retaining a current one. When we bring it down to the basics, making existing customers happy, can help you sell more than getting new customers would.
Here are 3 things to remember:
- Customers are continuing to get smarter. They know what they expect and want when it comes to an experience with customer service in a business. Customers don’t just compare you to your competitors but to the best service experience they have received from any companies they have done business with. So, its good to think of yourself as a consumer. Are there any businesses that you particularly enjoy doing business with? Using them as an example is there any way you could bring your business up to the same level of customer service?
- Customers want convenience. Simply, customers will do more with businesses that are the easiest to work with. Even if that means paying more.
- Customer experience will rise to the top of the marketing agenda. The main impact goes onto the Marketing department. Customer service and experience will always be one of the BEST investments of time and money a company can make.
The bottom line
Improving your customer service experience is one of the easiest things to improve for your organisation and one of the most important. And one vital way of doing this is by providing the necessary training to your customer service staff so that they know just how to deal with situations as they arise. The positive impact this will have on your customers will be outstanding. Customer service is long from dead, and in this digital age it is only continuing to grow and become ever stronger in importance.
For our Level 2 Principles of Customer Service course, click here – https://www.lblskills.co.uk/training-courses/level-2-principles-of-customer-service/