Modern Customer Service
Customer service as an afterthought met with a groan and roll of the eyes, is a thing of the past. Modern customer service is an important part of marketing. No longer an afterthought, high levels of customer service can set your company apart from competitors and give you an advantage with today’s savvy shoppers. Here are some elements of modern customer service that can boost your company’s reputation and, ultimately, perhaps even profits.
Easy Communication
Today’s consumers are tuned into technology, so you need to make it easy for them to reach out to your company with questions, problems, or kudos. Try getting your phone numbers to match local area codes or as toll-free calls, and always have an email address.
Modern customers also expect to have access to companies on various social media platforms, which give you a valuable way to build an online presence as well as interact with consumers. Another important facet of customer service is through chat features that make asking questions and solving problems quick and easy.
Consistent Message
While setting up effective customer service systems may cost you money initially, it is an investment in your company’s long-term success. However, some elements of quality consumer assistance require more careful thought than they do money. Consistency is one of those important details.
For example, the message in every aspect of customer service, from emails to chats to social media interactions, should reflect the CEO’s attitude and communication style, the employees’ outlooks, the nature of the product or service, or any or all of these elements. Think of customer service as another way to brand what you offer on the market.
High Priority Standing
Quality customer service in multiple expressions should be built into your business plan from the beginning. Effective responses to consumers can yield positive word-of-mouth promotions from one customer to another, an invaluable form of marketing you simply cannot buy.
Establish dedicated staff for handling customer service. These people can learn about all aspects of the products and quickly and effectively answer customer inquiries through their personal knowledge and experience. Include costs for setting up customer service venues in your budget. To build a culture of customer support, include customer service specialists in high-level meetings and all planning endeavors.
Today, companies cannot succeed for long without effective customer service strategies. Begin to think of customer service as relationship-building exercises between consumers and your brand. Positive and helpful customer interactions can benefit your company in ways you may not even envision now.