Improve customer service in your business with 4 steps
If I asked you about your worst and best customer service experience, what would you say? How did the customer experience make you feel? I know for sure when I have experienced an amazing customer service experience, I am more inclined to visit that business again. When a sales representative or whoever I am speaking to actively listens to my concerns, and can connect with me at a personal level, that is a great business.
This article will provide you with the fundamental information you will need to develop excellent customer service in your business – for example how you can develop a better customer service than your competitors, implementing the 3-second listening rule and developing your active listening skills.
What distinguishes you from your competitors?
Did you know that 68% of consumers are willing to pay more for products and services from a brand known to offer good customer service experiences? Yes, of course, marketing, sales and brand awareness are important in generating new customers, however, what truly distinguishes you from your competitors is the way you treat your customers and the rapport you have built with them.
So, what exactly are customers looking for which will help you to build rapport with them and make them lifelong loyal customers?
Perhaps your Unique selling Proposition (USP) distinguishes your business from your competitiors which results in better customer service for your customers. If you look at some well-known businesses, you can understand how their USP creates outstanding customer service for their clients. Take a look at these examples:
Dollar Shave Club – their companies USP is ‘Get personalized top-shelf grooming routine as unique as you are’
Warby Parker – their companies USP is ‘try 5 frames at home for free’
Drizly – the company’s USP is delivering alcoholic drinks for their customers under 60 minutes.
If you want to meet your customers’ needs, active listening is key
You have spent a long time acquiring a new or existing customer, so why would you waste your time not even listening and addressing their needs? Active listening refers to making a conscious effort to listen and understand the issues, and concerns of requests your customers are communicating to you. No interruptions. Summarizing and paraphrasing. Good verbal and non-verbal cues. Of course, you do not want to overdo the verbal and non-verbal cues either…
Have you heard of the 3-second rule of active listening? The principle goes like this: when a customer stop speaking in a conversation, wait three seconds. It will be likely that your customer will resume speaking and will tell you things they would have otherwise not told you if they were interrupted.
Empathy equals understanding
If customers are on the phone with you, it will be likely that they are facing some sort of problem. When you have heard the same problem repeatedly from different customers, it may begin to sound normal. Do not let that make you sound any less emphatic than you would be if the problem was new. If you would like to enhance your empathy skills, read this article.
Empathy is important in delivering great customer service, however there are a range of other skills you will need to develop in order to deliver customers the great customer service they deserve. For example, how would you rate your communication, time management and interpersonal skills out of 10? If you have rated these skills less than a 10, then you have work to do. If you would like to learn the 12 essential characteristics that every entrepreneur needs to have in order to grow and demonstrate excellent customer service, check out this free resource here.
Customers value fast responses
According to research by HubSpot, 90% of customers rate an “immediate” response as essential when they have a customer service question. 60% of customers define “immediate” as 10 minutes or less. If your response times are usually long, it may be time to identify and change the things in your business which are taking longer than expected. For example, during the peak call times, more staff may be needed. Here are some other useful ways to speed up your customer service.
It is time to start becoming a great active listener, show empathy and adopt your customer service according to your business. Afterwards, watch your customers become happier and your profits grow. Feel free to tell me what you make of this in the comments below.
