Sponsors

How Great Customer Service Leads to More Sales

If your brand focuses on consistent and authentic customer service and engagement both before and after the sale, a one-time customer can become a lifetime customer who also creates additional customers.

 Delight a customer and they will tell their friends. The average customer will tell their piers about a good customer experience. Great customer service has broad impact on the top and bottom line, the priority is to enhance revenue by focusing on customer experience. One way customer experience can help companies boost revenue and cut costs is through word of mouth (WOM). Great service can foster positive WOM, which reduces your marketing expenses.

On the other hand a negative experience usually causes two to four times as much negative word of mouth as a positive experience. This is an important detail to keep in mind and insure that your customer service team is doing their best for all of your customers big or small.

 Increased sales through responsiveness and personalization, when the customer feels like the whole company knows and cares about them beyond the sale and through to customer service, retention and future sales are sure to follow.

The question you may be asking yourself is, How do I achieve great customer service?

First, it’s important to make sure that your customer service team has the right skills for your managing customers’ needs.

Empathy, patience and consistency. Some customers will be irate. Others will be full of questions. And others will just be chatty. You must know how to handle all of them and provide the same level of service every time.

Adaptability. Every customer is different, and some may even seem to change week-to-week. You should be able to handle surprises, sense the customer’s mood and adapt accordingly. This also includes a willingness to learn– providing good customer service is a continuous learning process.

Clear communication. Ensure you convey to customers exactly what you mean. You don’t want your customer to think he’s getting 50% off when he’s actually getting 50% more product. Use authentically positive language, stay cheerful no matter what and never end a conversation without confirming the customer is satisfied.

Work ethic. Customers appreciate a rep who will see their problem through to its resolution. At the same time, you must have good time management skills and not spend too much time handling one customer while others are waiting. Stay focused on your goals to achieve the right balance.

Knowledge. Ultimately your customers rely on you for their knowledge of your product. Stay informed enough to respond to most inquiries and know where to turn if the questions become too detailed or technical for you to answer. But don’t be afraid to say “I don’t know” either. Customers will appreciate the honesty and your efforts to find the right answer.

Thick skin. The customer’s always right… right? The ability to swallow one’s pride and accept blame or negative feedback is crucial. Whether your team works directly with customers or looking for feedback on social media, they’ve got to keep the customer’s happiness in mind.

I hope you found this blog helpful to your needs.

 





Comments




Name:

Email:

Location:

URL:

Please enter the word you see in the image below:


Remember my personal information

Notify me of follow-up comments?