No matter what industry you happen to be in, you need to make sure that you have a customer service that runs as smoothly as possible. You could have the best products in the world, but you still need to make sure that you are delivering top-notch customer service on top of this. Here are some of the things you need to make sure you are doing to deliver one.
Set a Standard
There are some things that are a must for employees. A smile, a greeting, a lack of cursing, are all typical stances that you need to adopt within your company. However, there are several standards that you can adopt on top of this.
For example, you may give them a certain script that they should try to roughly follow when a customer stops by. Whether your staff is answering the phone or taking an order, they should know precisely what they should say. As the head of the company, you need to be the one to set the standard and lead by full example.
Add Live Chat
A live chat function will always be a fantastic addition to your business. By investing in live chat for business, you will be able to install a widget that means your customers have an easy first point of contact.
It can be programmed to like directly with a customer service advisor, or you can add an AI function. The latter can be programmed to recognise simple requests and instructions. This could result in a customer’s query being solved without ever having to consult a real customer service advisor. Such additions can massively speed up the efficiency of your customer service team.
Enable Automatic Email Replies
As soon as your customers send an email to you, whether it is a complaint or a query, they should get an automatic reply from your system. This does not have to be overly complicated; it just needs to state that the message has been received and a response will be with you soon.
This is incredibly important. Your customers will feel satisfied that they will be receiving a response soon and it should help to dissuade them from sending follow-up messages. Once this automatic reply has been sent, however, the onus is on your team to respond quickly. Try not to let more than 48 hours go by, though you should ideally be getting back to the customer within the same day.
Everything can be improved upon. You should try to hold reviews when you can to ensure that your employees are behaving as they should. Try to go over some areas that could use improvement and offer plenty of positive encouragement so you do see changes.
Of course, this should not just be about improving your employees but your systems too. Do not be afraid to take your employees opinions onboard. They might have some excellent ideas that you would not otherwise come up on your own. They could also help to refine any ideas that you do have.
Running an effective customer service is such an important part of any business and you can’t afford to let it slip. Set some standards in place even before you take on your first employee. The more work you can do from the start, the easier it will be for you to bring someone else on board as you need. It is high time that you looked at your customer service systems now. You could soon have the perfect customer service strategy in place to serve any and all customers you might have.