To keep customers happy need not be an onerous task.
If there is one thing that customers often complain about, it is customer service; either they found the company’s service unsatisfactory or its promises unmet. The frustration with poor customer service is understandable. In fact, it hardly comes as a surprise, as many businesses and or salespeople routinely make promises that they know they cannot deliver.
Are you aware of the lifetime value of a customer? Do you know how to calculate a customer lifetime value? It's time you gave this some serious consideration because customers are the king. They can make or break your business and there’s no two ways about it.
If you already appreciate this, then I can bet you take extra care of each and every customer. In case you do not appreciate the customer lifetime value here is a simple formula that might convince you of their value. Let’s see how it works.
World class customer service is nowhere near as challenging as people think, but an alarming number of companies don’t bother trying. They either don’t understand how greatly it affects their profits, or they just don’t know how to go about it. To make delivering world class customer service a little easier, here are 7 tips for ensuring your company is top of the class when it comes to serving your customers.
Is the Customer Always Right?
Think good customer service, and you are often told – 'The customer is always right.' But if you have ever handled customer service issues, you know this isn't exactly true. This statement isn't meant to be taken literally. What it really means is that the customer is always right in their mind. Making them happy and satisfied is the key to having good customer service.
Developing a comprehensive FAQ will help you streamline your customer service and have you stand out from competitors. FAQ stands for 'frequently asked questions.' These are the most common questions your customers ask when they get hold of one of your customer service reps. Creating a strong FAQ that answers these questions has a huge benefit for both you and the customer. For the customer, it answers their question at a glance without them having to make a call. For you, it saves time dealing with the most common customer issues, so your employees are free to focus on other value-added tasks.
Although your customer service can either boost your company miles ahead of the competition or utterly destroy your business, most companies don't spend nearly enough time focusing on how to improve their service and eliminating simple customer service mistakes. If you give your customers a terrible experience, they'll never come back. Even worse, they'll tell everybody they know, especially now that we all have a voice on the Internet.
It's actually not as challenging as you might think to provide excellent customer service that will make your customers love you. Just avoid making these four huge mistakes.
Learning to Defend Your Brand Online is a reputation management practice that should be in every customer service 101 course. It takes years to build a brand, unfortunately, there aren’t many shortcuts. You build a brand—like a reputation, one impression at a time. Every encounter with a customer results in either a “deposit” or a “withdrawal” in your “brand account.”