Your business seems to be going well—but you’re just not seeing the sales you’re expecting. What’s going wrong?
For many small or large companies, the issue may be customer service. Why does customer service matter when it comes to sales?
Simply, customers have plenty of options when it comes to shopping, as there are plenty of stores and services they can choose to support. Customers vote with their money and aren’t going to support companies where they aren’t getting good customer service.
If your business is looking to grow and increase profits, you may want to take a look at your customer service strategies. To get you started, keep reading for six top customer service ideas that can improve your company.
- Create Measurable KPIs
If you want to have the best customer service strategy, you need to first know what you want to achieve. What are your goals for your business?
You may want to increase profits, expand, improve your return customer rate, or otherwise. Use your goals to create KPIs, or key performance indicators, that you can clearly measure over time.
Once you know what you want to achieve, you can set customer service policies that will help your company achieve its goals. Then, look back in six or twelve months and see if your company has reached its goals.
- Hire the Right Staff
Your staff are your frontline when it comes to customer service. They greet your staff on arrival, answer their questions, deal with exchanges and customer service challenges, and represent your business.
If you walked into a business for the first time, and the staff are not welcoming or helpful, would you return to the business? Probably not.
One of the keys to customer service success is to hire the right staff. You want friendly, intelligent, and courteous staff who can deliver the best possible customer experience.
When hiring staff, experience matters, but personality and willingness to learn and help are also valuable skills.
If your staff are happy, your customers will be happy too.
- Encourage Customer Feedback
Sometimes, businesses can be nervous to ask for reviews or customer feedback, as they may be nervous about getting negative feedback. However, customer feedback is one of the best ways to improve your business.
Both positive and negative feedback helps your company know what it’s doing well and where there may be room for improvement. As part of your customer service strategy, you may want to encourage customers to give feedback.
You can ask for feedback online, add a link on receipts to where customers can leave a review, or even just include a review box near your check-out. As an incentive, why not offer your customers a small discount on their next purchase as a thank you for leaving a review?
- Reward Loyal Customers
Return customers are the bread and butter of your business and may help keep you afloat in hard times. As part of your customer service plan, you should come up with a way to reward your loyal return customers.
You may want to create a loyalty program, offering a discount or incentive to thank customers after they visit your business several times. However, you should match your rewards to the values and interests of your customers, to make it more worthwhile to them.
For example, a coffee shop may offer a free coffee after ten purchases, but a high-end boutique might reward customers through invites to preview new collections or special events.
- Invest in Social Media
Is your business on social media? If not, you’re missing out on a big opportunity to connect with your customers and improve your relationship with your shoppers.
Social media, especially Facebook, is a fantastic way to improve your customer service. On your company’s Facebook page, your customers can ask questions, leave reviews, or give company feedback.
However, the great thing is that you can then respond to them directly! Your customer service staff can reply to their questions and connect virtually.
This is great as it gives customers quick answers, makes them feel valued, and helps them feel like they have a genuine connection with your company.
- Offer Staff Ongoing Training
While customer service comes naturally to some people, there is still plenty you can learn and teach. Although it can be costly, it’s worth investing in regular customer service training for your staff.
This will offer them professional development and can offer important skills in dealing with dispute management, marketing, or many other key customer skills your staff need.
Consider getting your staff together yearly for a training day, ensuring they’re up to date on the latest in customer service developments.
One point you may want to think about for training is developing a customer journey, which are the steps your customer takes from when they first encounter your brand to when they make a purchase–check out Journey Point to learn more about this concept.
Improve Your Business with These Customer Service Strategies
It’s no secret that customer service can make or break your business. If your business can use some help, use some of the customer service strategies above to improve your policies.
With the right team of staff members and clear goals and expectations, your company is sure to ace customer service. Why not implement some of the strategies above and you’re sure to start seeing higher sales and more returned customers, so get started today.
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