Improving your customer service

In an increasingly crowded marketplace, every business needs a differentiator — a core competency that sets them apart from their competitors.

In 2021, one of the most effective and affordable ways small businesses can achieve this differentiating factor is by building a strong customer service platform. By becoming a customer-centric company, you can build long lasting relationships with your consumers and minimize potential churn; Bain & Company found that an increase in retention of just 5% can equate to an increase in profit of 25%.

If you're not sure where to start or are looking to improve your current customer service strategy, read on.

Provide customer service training
While your team has probably received extensive training regarding the fundamentals of their job, how prominent was customer service in their onboarding process?

In a survey of customer expectations, Glady found that 71% of respondents desire a consistent experience across all business channels, but only 29% receive it. To meet this expectation, your employees must receive cohesive training when they first join the team as well as ongoing lessons throughout their career at your company.

Emphasize the values of your brand and what you hope to communicate to customers. The Houston Chronicle recommends several methods to achieve quality service training, including role-playing scenarios where one employee takes on the part of the customer and another responds as if it were happening on the job. By monitoring these sessions, you can provide helpful feedback and identify areas where your team can improve. 

By making professional development programs an ongoing aspect of your company's culture, you can ensure that customer service is always at the forefront of your employees' minds. In the long run, customers will stay more loyal to your brand because of your friendly service representatives.

Training employees to provide a quality experience consistently is key to improving your customer service platform.

Responding online in real-time
How active are you across your company's social media pages? Just owning these domains is no longer enough when it comes to providing customers with a great experience.

Qualtrics revealed that 50% of shoppers believe their online feedback doesn't go anywhere. It is critical that small-business owners monitor their pages for any reviews left by customers, both positive and negative. Not only does this help you to identify potential gaps in service where your team should focus on, but it also gives you the opportunity to apologize and rectify the situation before a dissatisfied customer permanently writes off your brand.

Depending on the size of your business, checking once a day may be all you need to stay up-to-date with new reviews.

Adapting alongside customers' needs
Staying on top of your game across all channels will prove essential toward effectively creating a great experience for your customers.

Hubspot has found that 62% of consumers prefer email for service interactions, followed by phone calls, live chat and "contact us" forms, respectively. Providing quality and consistent business across all relevant channels will help to build your customer base and allow you to capture the benefits of providing a quality customer experience.

For any additional advice on small businesses or regarding legal concerns, please feel free to contact the Law Offices of Donald W. Hudspeth, P.C. online.

Categorised in: Starting a Business in Arizona

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