Whether you have just started a new business or have noticed your numbers falling in recent months, the first thing you may want to look at is the level of customer service you offer. Remember, as the owner or director of a company, you are going to take the ultimate fall if something goes wrong in connecting with your customers, so it starts at the top. Always! Here are just three reasons why great customer service is the key to growing your business, but be aware there are dozens more.
1. A Growing Discontent with Customer Service in Every Industry
No matter where you turn, you will find someone who is absolutely livid after trying to deal with a customer service rep who appeared not to be the least bit concerned that there is an issue. Whether it’s tech support or the service you receive at a local restaurant, it’s imperative to remember that every customer contributes to your paycheck. No matter how difficult to deal with they may be, it is your job to make them happy. There may be an occasional customer that can’t be satisfied no matter what, but those customers are few and far between. If they leave happy, they’ll happily come back! Now, that’s a formula for success.
2. Customers Want to Connect with Brands
Take a few moments to search the Internet and you’ll see that today’s consumer wants, almost more than anything, to connect with brands they deal with. They want to know that you care about them, about the community, and especially about the environment. Great customer service lets them connect with you so that they can believe in what you are selling. Just remember one thing, if you are going to be working in a multicultural environment, you will need to better understand interpersonal communications with a vast array of people. Someone out there is asking “What can I do with my degree in International Studies?” You can tell them you have the perfect position for them! Hire them to head and train your customer service team.
3. One Poor Experience Can Go Viral
With the rapid rise in social media, this is one you should beware of! One poor experience can quickly go viral and before you know it, you will be spending a lot of time and money repairing your image. As so aptly stated by John Lydgate:
“You can please some of the people all of the time, you can please all of the people some of the time, but you can’t please all of the people all of the time.”
It is good to keep this in mind while working to please as many of those customers as you humanly can. When it comes to social media, it is imperative that try to respond in a positive way. Keep your tone professional but compassionate to their complaints. Sometimes that customer just wants to be heard. They want to know they matter.
Typically, negative comments will be left on your social pages, so that’s where you’ll be able to respond quickly. One study shows that customers expect a response within an hour’s time, so always keep someone on your team committed to checking social sites as often as possible. Today’s consumer, B2C as well as B2B, expects nothing less than great customer service. If you want to grow your business, focus on giving them what they want.