Secrets to Providing Stellar Customer Service

  • March 12, 2020
  • Written by : REIL Capital

Customers keep your business going.  Your relationship should continue after the sale.  In other words, reaching a sale does not mean your communication should be done.  Be the business that takes care of the people who have made purchases from you. This creates loyal and passionate customers who will come again and spread the word.  

Customer service is so important.  How can your business go above and beyond for your customers?  Here are a few ways from REIL below: 

Create A Customer Support Team 

No matter the size of your business, you should have employees that serve as customer service agents.  These employees should be knowledgeable about your products/services, and the most FAQ customers seem to ask.   Customer service is a way for your business to learn from your customers and form special relationships. Handle these interactions with integrity and respect.  

Make sure getting in contact with an agent of yours is easy.  Whether you have a 24-hour chatbox on the display of your website, or a direct phone number to call, make it visible.  There is nothing worse than having a question or needing help from a company, yet you are unable to contact them. It also provides reliability that you are a real business and care about the concerns of your customers. 

Have A Great Auto Reply 

Let customers know what’s going on. If there is a chance your agent misses a call or message, have a stellar auto-reply. Don’t waste it, make it more than a generic response.  When a company really takes time to make an informative message, it makes the customers feel more comfortable. Not having a great auto-reply message is simply a missed opportunity.  

Try to set up artificial intelligence to answer commonly asked questions such as hours of operation, phone numbers, etc.  

Quality Over Everything 

While providing a response is necessary, it’s important to evaluate the quality of the overall message.  If you don’t know the answer to one of your consumers’ questions, take the time to answer it correctly. A quality response is better than an incorrect one.  Really dig into the problem/concern as much as possible to provide a thorough response. Although it may take a little longer, having the right answer first may resolve the customers’ problem sooner. 

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