You might feel that your customer service approach is already very good, and that there’s very little room for improvement. However, if you asked your customers about that, would they agree with you? The truth is, customer service is seldom as good as you think it is, and there’s practically always room to make it better. Here are three strategies you can use to make your own customer service better than it is currently.
Talk very little, listen a lot
Customers generally don’t mind listening to you if you’re providing them with information they actually need, but if you’re talking beyond that point, you’re probably going to lose them. What a customer really wants is to be listened to, so you should accommodate them, partly because it’s human nature to appreciate being listened to, and partly because you really do need to know what their needs and desires are, so that you can satisfy them through your business offerings.
Acknowledge your mistakes
When there’s a problem or some kind of a failure with the customer, don’t try to provide any excuse to cover it up, or to minimize the damage. Instead, acknowledge that a mistake has been made, and assure the customer that you’re going to do your very best to rectify the situation, and to avoid the same mistakes in the future. Honesty goes a long way in managing such situations, and in securing customer loyalty for the future.
Don’t be afraid to say “I don’t know”
This strategy is akin to the one which admits failures, and its appeal is based in the same fundamental honesty. When customers ask you about products or services, and you actually don’t have an answer, it won’t do you any good to make a long-winded reply which has no value to the customer. Instead, admit that you don’t have an answer, and tell the customer that you’ll be sure and find out the right answer, and get back to them with it.
Need funding to improve your customer service?
Customer service is something your company just can’t afford to drop the ball on, so whatever it takes to get it right is well worth the investment. Contact us at Steadfast Funding Partners when you feel that a significant upgrade is necessary for your customer service strategy. We may be able to make some recommendations, and help you with the financing you need to make it all work.