Making sure that your brand is well-received in the marketplace is truly important. While it isn’t rocket science to know that services and products that do things very well would commonly have a larger chance of becoming great and well-known brands, it’s quite hard to actually create something worthwhile.
So the last thing you’d want to do is waste all your hard work of creating something that matters, just because you have a really lousy customer service.
If you have an impressive service or product that actually helps to make people’s lives easier, but your company is somewhat difficult to deal with, then your brand will still suffer in the end. Customers are more empowered than ever, and will happily switch to your competitors if they’re not being assisted and treated as they should.
Here are some things you should bear in mind to attain a great customer service for your brand:
Hiring the right kind of people.
Thinking of customer support as the bottom level of your company is the ultimate way to guarantee a bad customer service. Hiring empathetic and enthusiastic employees is the secret way of ensuring that your clients would get what they want. Go for people who have the energy and patience to talk to numerous clients in a calm manner.
Always be grateful to your customers.
This may sound simple enough, but a bit of humility can go a long way in strengthening a positive brand for your business. Acknowledging the fact that your company would not exist without your customers is a great way of preventing success from going to your head. Making sure that every member of your staff has this kind of attitude is a great way to guarantee this vantage point.
Utilize common sense; not just “company policy”.
Having a great customer service is more than just saying “have a nice day” and “thanks for shopping with us;” it’s about enabling your employees a certain level of freedom to do what is proper for the customer. Making a blanket “policy” may be an okay starting point, but remember not to impose it with much rigidity. Allow your customer-facing employees make up their own resolution for some customers’ issues, such as with allowing them to replace or refund an obviously broken item. Letting them talk to the customer for as long as it takes just to resolve the issue is also a good thing to do.
Give customers the benefit of the doubt.
Truth is, there are some people out there who will try to rip off your company, and may even steal from you. It’s unavoidable that you will leave some money on the table with these type of customers. But to treat each query or complaint as a way of stealing something from you is to paint all customers with the same brush, which honestly isn’t a good thing to do in business.
A great service and/or product alone won’t give your brand the acknowledgement and attention it needs. You need to pair it with a top-quality customer service too! After all, your customers are the most important people in keeping your business afloat.
