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Providing a good customer experience is imperative for any company, as it encourages repeat business, establishes you as an authority and leads to positive recommendations.
They say that customers tell between one and four people when they have had a good experience, but can tell as many as eleven if they’ve not received satisfactory service. Although providing a good experience costs time and money, it really does pay to get things right every time.
Here are six ways to make the best impression and ensure your customers go away feeling valued.
1. Establish wants and needs
Your business will struggle to get off the ground if you have no knowledge of what your prospective customers want and expect. While there is no set blueprint for achieving this, one of the best things you can do is put yourself in the customer’s shoes and ask yourself how you would want to be treated.
It is also always good to ask anyone who comes to your premises open questions. These will help you to establish their desires; just be careful not to appear pushy.
2. Build rapport
If a customer likes you and feels you have something in common, then they’ll come back time and again.
Nobody likes a customer service robot, they like people who take an interest in them, and in some cases a bond can be made over something that at first appears irrelevant to the products and services your company provides.
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3. Be receptive even when dealing with awkward enquiries
While the old adage that the customer is always right is far from true, you should take all expressions of dissatisfaction seriously and go the extra mile to reach a resolution. That’s not to say you should roll over and give in when a complaint is unfounded; just try to deal with it in the most personable way possible.
4. Engage with customers online
Social media is important for almost all businesses now, with many people choosing to check out a firm’s profiles before making a decision to work with them or purchase a product.
Sites such as Facebook and Twitter give you the opportunity to not only engage directly with those already drawn to your page, but also to find new audiences by providing informative and interactive content that will be shared and retweeted.
5. Read reviews and respond
Reading reviews is a great way to understand what customers think of your business and where it can improve.
Where people have been harsh, reach out to them and ask what you can do to make their experience better next time. Where you have received a glowing review, send them a thank you and even a reward.
6. Standardise your processes
If things are too complex, people will look elsewhere. A good customer experience is one that is simple and speedy, and if your systems are sluggish or overladen with lengthy forms, then you’re probably losing business to slicker rivals.
Everything from the wording of your literature to your website’s layout should be as simple as possible, without missing any important features.
Publish Date: July 30, 2015 5:00 AM
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
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