Customer and client support are paramount to any business. The majority of customers would leave a company in a heart beat because of poor and inadequate customer service.
So today, we are going to give you 3 actionable things you can do right away to help your business avoid giving its customers the runaround.
1. Value Your Customers Time
Not valuing someones time is a big no-no. If that someone is paying you money and is called your customer, then its even worse.
Ensure that if you have a support phone line, that you answer the call within 30 seconds. People have been known to hang up after this time. It’s the age we live in now. Customers expect things right now. Just look at fast food restaurants, instant coffee, and frozen dinners.
People hate waiting, so don’t make your customer wait longer than they have to if they want help.
This also applies to replying back to their emails. Some companies promote near instant replies to emails, and we are talking about less than 3 minutes.
Not many companies can do it this fast, but taking hours instead of days helps your reputation out a lot.
2. Make it Easy And Have Multiple Ways To Contact You
In an online world, people prefer to use many different forms of communication to contact a company.
This means that your business needs to be set up to also handle many requests from many different sources.
Gone are the days of picking up the phone and calling in. Now people prefer to use live online chat, Twitter, email, and other channels to get in touch.
Some people are more social, so they use Twitter and Facebook to contact an organization. Others don’t want to phone in, so they prefer to use email instead.
Ask yourself how many ways are there for a customer to get in touch with you. If its 1, then you have a lot of work to do. As you have read, we have already highlighted 5 of them in the last few paragraphs alone: phone, email, live chat, Twitter, and Facebook.
3. First Call Resolution And Taking Initiative
Having a customer call in over and over again to resolve an issue is bad for business. Remember that this situation ties up valuable resources that could be handling other customer requests.
That way not only can your customer move on with their business, but so can you.
And the obvious one is that customers have a very short fuse and eventually will get fed up and go somewhere else.
The other really important thing that plays hand in hand with this, is that not only should you solve the customers issue on their first call, but you should not have to pass them around from person to person. First call resolution and taking the initiative is the best and only way to satisfy your customers’ issue and surpass their expectations.
This will give them a great impression about you, your brand, and your company, and get you in their good books where they tell all of their friends about their great experiences.
As you have seen today, we highlighted 3 amazing things you can do right now to surpass your customers expectations for a long time to come.
Don’t take these lightly, as its so much easier to lose a customer than to gain one.
“Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them.”
~ Kevin Stirtz