Excellent customer service can help your business stand out from the crowd. And if you’re embarking on your startup journey, building your business on the foundation of excellent customer service is one of the best decisions you can make.
Even if your products can’t perfectly match those of your competitors, you can outdo them by offering the best customer service. Doing so will help you retain your current customers and attract new ones.
If you’re starting a new business and want to ensure you serve your clients and customers well from the beginning, here are five tips to get you started:
1. Be Readily Available to Your Customers
Your availability matters a lot to your clients. Depending on the nature of your business, clients’ calls may come 24/7, and all the callers would want prompt and professional help. It would help if you developed a multichannel communication system so your customers can reach you through the channels of their choice.
Ensure you can be reached through phone calls, emails, social media, and even online chats. Even if you can’t speak directly with them 24/7, giving them ways to reach you and get some sort of automated response will assure them that you care.
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You can develop a call center ticket system to easily track and follow up on client communications and the issues they raised. Remember that if customers can’t reach you when they need you most, they’ll move to your competitors.
2. Know What Your Customers Want
Never force a product or service on your customers. Seek their opinion on everything you do, whether you’re developing a new product or improving on an existing one.
Bear in mind that whatever you do, it’s for your customers, not for yourself or your employees. Don’t forget that customers also want convenience and speed delivered with a positive attitude. If you do everything according to their expectations, they’ll reward you by buying from you and helping you get new customers.
3. Learn to Listen
You should train all your employees to be good listeners. Whether the client is offering a suggestion, complaining, or asking a question, professionalism demands youlisten to them first before responding. When talking to an angry client, you must learn to keep calm and not get angry.
It’s not just about listening. Try to understand what the customer is saying. And when the customer has finished talking, take time to think about the most appropriate response.
4. Learn to Admit Your Mistakes
After listening to your customers, understanding the situation, and knowing where the problem arose, admit the mistake and apologize to the customer. You can then explain to them the steps you plan to take to remedy the situation. For example, if it’s about your product, you can replace it at no cost.
By accepting your mistake, apologizing, and correcting the problem, you’ll build trust between your brand and your clients. If the client is wrong, explain your perspective without dismissing or demeaning them.
5. Train Your Employees on Customer Service Delivery
Don’t bring anyone onto your team without customer service training if you want the right start. Even those who don’t interact directly with customers daily should know how to handle your customers. They’re the first representatives of your brand!
For example, your employees should be able to:
- Make recommendations and answer questions about your services and products
- Answer questions about your company.
- Direct new customers to the department, services, or products they need
Get Started Right
Without loyal customers, your business is doomed to fail. Treating your customers well will ensure your business grows. By applying the above five tips, you can rest assured that your business is on the right path from the beginning.