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Topics: Customer Care

Poor customer service is the Achilles’ heel of any company. You could offer the best product in your industry and consumers still wouldn’t buy it if you didn’t provide the right support. You can’t just see your business as an exchange of goods and services. You need to understand it as a relationship between your employees and your customers. Poor service and call center technology can sever this bond.

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When customers buy from you, they don’t just invest in the object they purchased. They also invest in your company as a whole, and you need to show them that their money was well spent. If you violate this principle, your customers will feel betrayed. They probably won’t buy from you again, and they may even tell others to avoid you as well. 

You can’t afford this outcome if you run a small business. Poor word of mouth can disrupt your entire organization. As a result, excellent customer support is essential. Thankfully, these small business tips will show you how to cater to your clients’ needs. They’ll ensure that your efforts will satisfy your shoppers and help preserve your business relationship.

1. Customer Service Is Your Entire Organization’s Responsibility

When it comes to customer support, one bad apple can spoil the bunch. Even a few bad experiences can turn a substantial portion of your customer base against you. 

That’s why your entire company needs to take responsibility for its service efforts. Great client care starts from the top of your organization and works its way down. If management prioritizes this aspect of your business, it’s more likely to thrive. 

Your company should offer customer service training to every applicable employee. Managers should also educate staff members so they can answer rudimentary questions about your business. If a customer has an inquiry that requires in-depth knowledge, make sure that your workers can easily access someone who can speak to the issue.

2. You Need to Establish a Rapport with Your Clients

If you remember any of these small business tips, remember this one: You don’t have to antagonize customers to let them down. Picture this: You go to a restaurant and you end up with a rude waiter. This staff member ignores you and doesn’t seem to care about your needs, but in the end, you still get a delicious meal on time. Would you say that you still had a pleasant experience? Most people would not.

Customer service isn’t just about delivering goods and services. It’s about doing so in a manner that conveys care for a customer’s well-being. You need to show the customer that there’s a human being taking care of them who is invested in the outcomes of a given exchange.

Make sure you communicate with your customers regularly. Ask them how they’re enjoying their experience and see if they’d like anything else. This will help them feel valued, and they’ll associate these positive emotions with your country.

3. Embrace Social Media to Better Serve Your Customers

Businesspeople can be skittish about using social media as a customer service tool. After all, collecting consumer complaints in an open forum seems like it would hurt a brand rather than strengthening it. But think of it this way: People will still post about your company whether you’re on social media or not. A good presence will allow you to address these issues in a way that can actually win back support. 

One of the best small business tips is to set up pages on platforms like Twitter and Facebook, then start to build a following. Make sure someone checks these accounts regularly. This employee should also know the answer to these inquiries. All customer support should be handled in a confidential manner, but you can at least start the conversation on your pages.

How Call Center Technology Is Evolving

Martin Roseweir

Martin Roseweir

Martin is the senior vice president of Bill Gosling Outsourcing’s U.K. location. Martin has been with the company since 1998 and leading the U.K. team since 2012. His current role consists of managing budgets and building client relationships, while developing strategies to enhance productivity and improve processes. Martin also has a Credit Services Association (CSA) diploma with distinction. He has been married for over 25 years and has one son and a dog. Martin also likes to cycle and watch football (not the kind with shoulder pads). This year, he plans to take on the challenge of “Munro bagging”—climbing mountains in Scotland over 3,000 feet high.

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