Put yourself in the shoes of a customer. You need to wash your car, so you Google the autowashes near your location. The results show you most of them offer the same services, are not far away and have good ratings. One slight difference stands in the price. One car wash is cheaper than the others. This is most likely to be your winner.
Now switch back in your shoes of a business owner and imagine this is how potential customers choose between your business and your competition. Whether your business stands out or not can determine if your customers choose your offerings. It is a complex and time-consuming process, but it can have a direct impact on the direction your company is going.
Making your business stand out means not only making it noticeable on the market, but also being better than your competition. The points which differentiate you from other companies are your business strengths. You need to use them when constructing your business image and when you present yourself in front of your customers.
These elements are meant to make your customers remember you when they are looking for certain products and services.
Customer service is a way to make your business stand out. A pleasant experience can have a greater influence on your customers, overcoming other factors such as price.
In order to understand how it can help your business, here are 7 customer service tips to make your business stand out.
In order to deliver the best experience to your customers, you need to have access to the right tools. First of all, you need to be able to communicate with your customers through different means. They are using email, smartphones, chatting applications and social media to contact businesses for support. You need to have them as well. Depending on what channel is more popular among your customers, adapt to it and include it in your communication strategy.
Other tools that come in handy are the ones giving you information about your customers. Profiles showing general information, the product or service the person is using can be really helpful for a support representative during a conversation.
In customer service, clear communication means knowing what to say, using the right words and tone of voice. Combine this with having a positive attitude towards your customers and you obtain the recipe for an excellent experience.
Clarity determines how a conversation will go. Your answers need to respond to your customers’ questions and show them you are glad to help them.
Nothing is more unpleasant than receiving an automatic impersonal response. Somehow, customers expect it when they are contacting customer support, but this doesn’t mean you need to use it all the time. Personal responses are more than welcomed and make the difference between good and excellent customer service.
In order to deliver personal responses, you need to pay attention to how your customers speak to you. Talk as you would do with a friend and don’t be afraid to be creative. Customers may enjoy a change when speaking with a support representative.
In customer service, time creates a real battle. On the one hand, you want to deliver the information as soon as possible. On the other hand, some questions require more research and greater preparation for a suitable answer. The question is which one of these two is more important? Both.
Finding a balance between these two aspects is a key factor in customer service. Delivering high-quality information in reasonable time is the point you want to reach.
Although some customers prefer to contact you when they have a problem, others prefer to use self service methods such as FAQ or forums. You need to provide them this possibility. Not only will it offer them a great experience, as they don’t have to contact you every time, but it will also save you precious time. You can deal with more complex problems.
A unified team is an environment where you come and work with pleasure. Working with pleasure means efficiency and efficiency means great results. In customer service, it translates in problems solved and satisfied customers.
Your customer service team plays a crucial role in your support strategy. Hiring the right people is the first step. The next and probably more difficult is creating and maintaining a unified team.
You can do that by:
Some companies believe each employee needs to know what it means to work in customer service.
Involving different departments from your business in customer service can have a great impact. For instance, if you have a software product, developers are the first ones you should think of. Integrating them in customer service would help them understand the common problems of the product, the bugs that appear and the features customers are requesting. It would give them a better idea of what they need to focus on the current and future software products.
We are gladly inviting you to share with us your vision of what makes a business stand out!