We’re all consumers, and we all know just how touchy customer service can sometimes be. A good experience can turn us into loyal customers, while a bad experience leaves a bad taste in our mouths. It may even turn us away from a company completely.
As a small device repair business, you don’t want to generate the latter kinds of feelings. If you are unsure whether you’re taking the right measures to help all of your customers, consider these 4 tips for improving customer service.
1) Value Your Customers—and Your Employees
Valuing customers should be a top priority of your company. There’s a reason the saying “buyer beware” has given way to “the customer is king” in the past few decades. In the digital age, customers have more power than ever, and they can sway public opinion about your brand with the simple stroke of a keyboard.
But it’s just as important to value your employees, especially those that engage directly with customers. The formula is simple: if your employees are happy, they’ll be more likely to be understanding and helpful to customers. Unhappy employees on the other hand may let their anger out on customers. Valuing both customers and employees is the only way you can truly engage in successful customer services
2) Be Understanding
Chances are not all of your customers are happy. And more often than not, you’ll find their complaints to be unreasonable. You know your brand and product better than anyone, so you might be right. But don’t ever let them know that! Remember that perception is reality—the truth doesn’t matter if nobody perceives it to be true.
Instead, teach your employees to be understanding any time a customer has a complaint, no matter how angry or unreasonable it may be. The first response should always be along the lines of “I’m so sorry to hear that, let us know what we can do”—not “that doesn’t sound right.” Even if they’re venting, hear them out and look at the situation from their perspective.
3) Find and Address Concerns Early
One important reason for the second tip: they may not be venting. There may be an actual problem with your product or service, and you’ll want to know as soon as possible. So follow up with all concerns, no matter how unreasonable they may be – there may be a grain of truth that’s worth knowing about.
Another way to be proactive is to monitor mentions of your brand on social media. Often, users will complain about a company here first before going to the extra step of contacting that company directly. If you already know when there is a problem, you’ll be prepared when the actual complaint comes in—and, if you’ve found the complaint to be a real problem, you may even be able to tell your customer that it’s being taken care of.
4) Get Involved
Finally, successful customer service can only work if the person or people at the top are fully committed to and involved in it. If your employees know that they can send angry customers directly to you, they’ll be more confident on the phone—and the customers will appreciate the opportunity to talk to someone important about their issue.
Getting involved also means continuously training your employees on just what type of customer service is right. Inevitably, a new situation pops up that no one has ever dealt with before; encourage your employees to keep you updated on these types of situations so that you can develop a plan on how to deal with it in the future.
Loyal Customers Provide a Reliable Revenue Stream
Following these four tips can ensure that your customer service is both successful and smooth. Don’t ever ignore the complaints, be proactive and understanding, and establish a mutual value for employees and customers, and you will find success. Contact us for more small business tips!