516-800-8000 FriedmanSimon.com
390 N. Broadway, #210 Jericho, NY 11753
PRST STD US POSTAGE PAID BOISE, ID PERMIT 411
INSIDE THIS ISSUE 1 2
Why I’m Grateful for Family — At Work and Home Finding Your Audience Is Key Other Driver Is 1% at Fault! Now What? 5 Habits That Hinder Promotions Green Bean and Eggplant Stir-Fry 3 Tips to Improve Customer Service
3
4
priority. But how can you improve this service effectively to better serve customers?
lets your customers know you value them, are willing to improve, and want to resolve their issues. It will help establish trust and may prevent them from voicing their concerns or negative comments on social media.
It would be hard to find a company claiming not to care about customer service. But actions speak louder than words, and many business horror stories involve poor customer service experiences. So, how do you improve your company’s customer service to increase your retention rate? THE KEY TO BETTER RETENTION IS GREAT CUSTOMER SERVICE BUT FIRST, WHY IS CUSTOMER SERVICE SO IMPORTANT? Excellent customer service increases your customer lifetime value (CLV), and HelpScout.com found that 89% of customers say that good customer service led them to make additional purchases. Other consumers mentioned that great service turned them from one-time clients into loyal, recurring customers. According to SuperOffice.com, after surveying 1,920 business professionals, 46% stated that improving customer service is their top
STRENGTHEN YOUR TEAM. Improving customer service all begins with your team. You want employees to develop five main skills to enhance the customers’ experiences: empathy, patience, communication, listening, and knowledge. You can organize training sessions to help your employees improve their skills and provide resources so they can easily navigate customer problems. For example, record customer interactions and point out which tactics work and don’t work in a situation. ENCOURAGE CUSTOMER FEEDBACK. To provide excellent customer service, you first need to know what you can improve on. To do this, ask consumers how they think and feel about the service you’re providing them. You’ll get a chance to understand their needs, experiences, and pain points and create a model to enhance and strengthen those areas. You can request reviews and testimonials by telephone or email surveys. You could also incorporate a complaint page or feedback system on your website. Requesting feedback
USE MULTICHANNEL SERVICING. Providing multiple channels to assist
customers with their questions and concerns can help boost your brand’s reputation and credibility. One way to achieve this is by using social media. It’s a great tool because many customers turn to social media for queries and complaints. Have a team in charge of checking your company’s social platforms so questions can be easily answered and problems will be resolved promptly. Monitoring mentions of your company and reaching out to your customers first, instead of them reaching out to you, shows that you care about their experience and want to provide effective solutions in any outlet. Keeping your customers happy should be more important to your business than anything else. If they are satisfied with your customer service, they will continue to use your company!
4
FriedmanSimon.com
Published by Newsletter Pro • www.NewsletterPro.com
Made with FlippingBook Ebook Creator