How to Keep Customers by Offering Stellar Customer Service
Is your business known for its stellar customer service? If not, your marketing and advertising campaigns could be in vain. Recent statistics show that more than 60% of customers are either extremely willing or very willing to switch companies based on customer service alone. In fact, less than 4% of customers are unwilling to move on from a company that does not meet their customer service expectations.
You probably already know that customer service is a priority. This is number one for our team at OnPar Technologies. However, meeting or even exceeding customer expectations can be a challenge. Here are some tips that can help you assess your operations to improve customer service offerings now and in the future.
Leverage Technology to its Full Potential
You don’t have to hire tons more staff members to help you manage calls, answer questions, and deal with complaints. IT technology has the tools you need to effectively communicate with current and potential clients. These tools can include:
- A VoIP phone service that enables you to communicate easily with clients, suppliers, and employees, even if you’re not in the office. A VoIP phone service can also help you streamline customer service requests by automatically directing clients to the person who can best answer their questions and make it easy for clients to make an appointment with you online, at their convenience. As an added benefit, VoIP phone service can help you save up to 75% on operational costs and 40% on local business calls.
- Customized software can help you keep track of client information and share it with employees who need access to it in order to meet client needs. An IT managed service can help you either tweak existing programs to suit your exact needs or even create brand-new software for your business from scratch.
- Stellar cybersecurity so customers don’t have to worry their personal information will fall into the wrong hands. Cyberattacks have become increasingly common in the last twelve months and no company, organization, or business entity is automatically immune to data breaches. What’s more, a recent survey revealed that the average organization experiences 2.7 data breaches a year. Avoid becoming one of the statistics and you’ll reap the benefits as you not only retain clients but gain new clients who learn they can trust your company to keep their data safe at all times.
Train and Reward Your Employees
Stellar customer service needs to be part of the company culture. Set down clear rules outlining how customers must be handled in any given situation. Detailed instructions can help your staff members know how to deal with any issue that may arise. Have safeguards just in case a customer becomes verbally abusive.
Reward your employees who go the extra mile to serve your clients. Keeping employee morale high not only inspires your staff members to happily serve business clients but also reduces employee turnover, saving you the time and expense of having to train new employees to handle customer service tasks.
You can’t expect every single person who walks through your door to rave about your products and/or services. However, you can become known for offering a high standard of customer service to every single person who gets in touch with your business. Partner with an IT managed service to select and set up the best tech tools for your business and then focus on employee training to empower your customer service representatives to offer stellar help and assistance to current and potential clients. Your efforts will be more than worth it as your stellar services keep customers coming back and inspires them to recommend your business to others.