Having good customer service isn’t enough nowadays. You need to be providing excellent customer service in order to stand out from the crowd and secure customer loyalty.
However, it’s not as hard to achieve as you might think. You don’t want to only focus on one area of your service either. You need to consider your phone service, email service, and even your omnichannel customer service.
Implementing small changes can sometimes reap the biggest rewards too, so here are the easiest ways you can boost your customer service today.
6 Easy-most Ways To Boost Your Customer Service
1. Personalize Your Service
One of the easiest and quickest ways to improve your customer service is to personalize it to each customer. Something as simple as using their name when speaking to them can make all the difference. This can be over the phone, email, or live chat.
In whatever manner you’re speaking with the customer, be sure to address them by their name. This approach helps the customer to feel valued and not just like a number in the queue. When you’re replying to customers as well, make sure you always personalize your response.
Don’t send them the same message you’ve copied and pasted a hundred times today. Instead, take the time to speak to them as a fellow person, rather than someone on the other end of the screen. Your customers will feel much more appreciated, and this small change is easy to implement and maintain.
2. Reward Customers
It’s easy to forget things like rewards for customers when you’re busy. But they’re actually very important to the level of service you provide. Customer loyalty might feel hard to come by, so you want to try and increase it wherever possible.
Things like offering 10% off their next order or free shipping for their birthday can really make a difference and shows them that you care. You want to send little thank yous as well. For example, if a customer makes 5 purchases with you, you could reward them with 15% off their 6th or if they buy 10 drinks from you, they can get their 11th free.
Although these rewards might seem small to you, to the customer they show that you appreciate their custom and loyalty, so hopefully, you can encourage it to continue. Customer service is more than being polite on the phone, so don’t be afraid to offer little acts of kindness where you see fit and you’ll definitely see an improvement in your service.
3. Offer Fast Support
If you’ve gotten into the habit of responding to every customer by email, then you could actually be damaging your service more than you think. If a customer contacts you with a complicated query, instead of spending time crafting an email that’s pages long to try and explain it, simply call them, and discuss it over the phone.
Fast support doesn’t always have to mean responding within minutes. It also means using your initiative and thinking about which method of contact will be quicker for the customer. It’s also a good idea to call the customer if they’re unhappy as being able to empathize over the phone is a lot easier than over email.
The customer will feel like their complaint or query actually matters to you as a company, and they haven’t been fobbed off over an email. By approaching each customer in the most efficient way possible, your service levels will see a boost for sure.
4. Don’t Be Generic
Similar to making your service personalized, you want to make sure that your service isn’t too generic. It’s fine to have templates for certain things, but don’t try to copy and paste every answer from a previous email to the next customer that has the same problem.
Instead, treat each customer as a brand new person and craft the perfect response to their individual query. We’ve all received contact from customers saying that they don’t want a response written by a robot but by an actual human, so don’t give them the opportunity to feel devalued and tailor your responses.
Your customers will be a lot happier if you’re able to speak to them and properly resolve their queries rather than sending a template that doesn’t quite cover what they’ve asked.
5. Provide Self-Help
Being able to self-serve is actually important to a lot of customers, and your service may be falling short if you don’t provide it.
Having things like chatbots to help automate certain processes like returns will not only get the process done for the customer a lot quicker, but it will also free up your customer service agents and allow them to work on more complex queries.
Make sure that your website has a clear section that answers commonly asked questions to try and reduce the amount of contact you have. Some customers don’t want to have to call someone just to set up their return, so offering them the ability to do it themselves actually improves your customer service in their eyes.
6. Extend Your Service Hours
Offering 24/7 support can be tricky if you don’t have the staff or if you’re a relatively small business, but you should think about extending your hours.
A lot of people will work Monday to Friday, 9 AM until 5 PM, and if these are the hours of your business, how will they ever be able to contact you?
Opening an hour earlier and staying open an hour later can give more customers the chance to speak with you. You could even have a half day on the weekend to try and combat some of the backlogs of queries you have on a Monday. Enabling your customers to contact you when they need to puts you ahead of the competition and really improves the level of customer service that you provide.
Enhancing your customer service isn’t as difficult as you might think. Small changes like using the customer’s name and opening a little earlier can really make all the difference. Before you know it you’ll be providing the best customer service around and your customers will be returning to you again and again.