By Shirley Hermiston, Business Support Manager
‘The Customer is King’ is an age-old axiom and one of the most commonly used phrases in business, helping companies secure repeat custom since the dawn of time.
Yet, even today, so many businesses fail to put the customer first and fall at the first hurdle when it comes to delivering even the most basic forms of good customer service.
Not only can this prevent you from securing repeat business, but it can also prevent other customers from choosing you as a preferred company to do business with.
The rise of the internet – and social media in particular – has made it easier than ever for disgruntled customers to share their experiences, meaning it’s never been more important to provide the best customer service possible.
In fact, the latest ‘Local Customer Review Survey’ by BrightLocal found that 80% of 18-34 year olds have left online reviews, compared to just 41% of consumers over the age of 55 and 86% of consumers read reviews of local businesses before dealing with them (including 95% of people aged 18-34).
So, how do you ensure your business is providing the best customer service possible? Here’s my top five tips for delivering excellent customer service…
Know your product/service inside-out
If you really want to make the customer journey as seamless as possible, it’s important that you know everything that there is to know about the products/services you’re selling.
Be responsive
Nothing frustrates more than when you have a query about a recently purchased product/service and you can’t get an answer. By being responsive and replying to customer queries as swiftly and detailed as possible, you prevent customers becoming disgruntled and ensure you secure their repeat business.
Request feedback
Whether it’s going back to your customers online or asking them their thoughts in store, by requesting feedback, you can refine your offering to meet your customer needs. After all, nobody knows what your customer wants more than your customers themselves!
Listen to your customers
Once you’ve received feedback from customers, the next step is to action it and put it into practice. Whether it’s the approach you take when serving them, characteristics of your product/service or even how you spread the word of what you do. You should always take their advice on board!
Always be friendly
Finally, another famous business adage is ‘people by from people’ and sums up perfectly the importance of providing your service with a smile. It’s always comforting when the people you deal with are friendly and enthusiastic, which is why you should always greet customers and make them as comfortable as possible.
If you’re looking to start a business or want to tap into support for a business you’ve recently launched, then why not get in touch and chat to our friendly team on 0191 516 6111.