Entrepreneurs everywhere should take notice of a recent study, released as part of the American Express Global Customer Service Barometer. Conducted in April of 2010, this survey drew research from 1,000 U.S. consumers and reveals the importance of customer service. This is relevant because many entrepreneurs with online businesses feel that customer service is not as important to their cause. Nothing could be further from the truth.
With a brick and mortar store, location is extremely important. Even if a store has horrible customer service, if it is in the most convenient location, many consumers still give it their business despite the poor customer service. Online, the playing field is more equal. There are hundreds of online options, so if you don't treat your customer’s right, they'll find someone else without hesitating for a second.
According to the survey, 91% of Americans will make it a point to do business with a company that has good customer service. And in today's sour economy, over 60% reported that customer service is more important to them now than it was in the past. With this in mind, here are five tips to help you improve your customer service:
Deliver on your promises. Dishonesty kills customer relations faster than anything, so never make a promise you can't back up. When unforeseen circumstances prevent you from fulfilling a promise, offer your customers generous compensation.
Assist each customer as quickly as possible. Responding to emails, calls and complaints promptly is one of the greatest ways to gain your customers' trust. Never leave them in limbo, or they will find someone who treats them better.
Know everything about your product. Make sure you have clearly established your product details and company policies and that every customer service employee understands them.
Maintain a current FAQ.
Meet the needs of every customer. You need to know who your customers are and how best to serve them. Make it a point to seek their input and thank them for it. They'll recognize your efforts to assist them and reward you for it.
Treat every customer with respect. Always address your customers politely and treat them with respect. It's important to let them know how much you appreciate their business. Never argue with a customer. Show your dedication to them by taking their side if there is ever a dispute or misunderstanding.
