Customer service is super important for small business owners because a lot of the time your sales will come from existing customers who keep coming back.
We’ve put together a few tips to make sure your customers get the best service you can offer.
Despite the well-known saying, the customer is not always right, and sometimes the customer can be rude and unreasonable in their requests. It’s easy to get frustrated when dealing with problem customers but keep your cool.
You’re running a business, so being polite is a must. You don’t want to get a reputation for rude and unhelpful service.
When dealing with a customer complaint it’s important to acknowledge the customers issue and try to resolve it as best you can. Sometimes it isn’t possible to help the customer in the way they want, but you should try to do what you can.
For Example: Your customer has purchased a phone case with a personalised name on it, however they have incorrectly spelled the name.
Your store policy might be that because it is down to customer error, you aren’t obligated to refund or replace the item - but you could offer them 20% off their next order!
It’s really important to have clear and defined information on your shop policies. This means letting the customer know where they stand on issues they might face, like what they can do if their item is faulty. Or what is eligible for return. Make sure it is easy to read and understand, and plainly accessible on your site.
Not only does it give your customers the information they need, it also gives you something to refer back to should a problem arise.
It seems like such a small thing, but it will give the customer a more personal experience with you, and it’s also good manners!
No matter the form of communication; in person, via email or on the phone, addressing your customer by their name gives them a more human interaction. It will help you to build a firmer bond with your customer and make you sound more friendly and approachable.
While it’s not reasonable for your customers to expect 24 hour help (especially if you’re a one-person business) you should try not to leave them hanging around either.
Time is important and no one wants to be waiting days to have their issue resolved. A good rule is to respond within a few hours of receiving the message or have an automated reply to let your customer know you’ll be with them ASAP.
If something happens within your business and there are delays to production or shipping, let your customers know. No one likes being kept in the dark, especially if it’s regarding something they have paid for and are waiting to receive.
It’s a fact of life that things don’t always go to plan, so be open with your customers if something goes wrong. Good communication is key and it will reflect in your customer’s thoughts about your brand.
Additionally, if you’re planning a holiday or to be away from your store for any length of time, make sure to let your customers know!
When a customer purchases from you, follow up with them after they’ve received it to see what they think of the product and if there is anything you could do to improve their buying experience.
Not only does this build good relationships with your customer by showing you value their opinion, but you can get some good feedback! Your customers know better than anyone why they purchased from you - so find out and use that information to drive sales in the future.
If you’re running an online business, chances are you have at least one form of social media. Facebook, Twitter and Instagram are all great channels to promote and share your content - but they’re also great places to chat to your customers or followers.
If someone comments on your Instagram post, don’t just give it a like - comment back. Engaging with your followers gives you a more friendly and approachable vibe, and it’s fun! Customers that have positive interaction with you are more likely to share your brand within their social circle!
Listen: People will always share their experiences with companies, whether it was a good experience or a bad one. Listen to what your customers are saying about your company and try to make relevant changes based on their feedback.
If your customers are consistently complaining about a specific problem, then that’s something you need to look into and resolve so that future customers don’t face the same issue.
Take whatever feedback you receive and use it to better your brand and improve the experience your customers have with you.