5 Key Points of Customer Service
Posted on April 25, 2011
Talk to any business expert and they’ll tell you that customer service is one of the most important things to consider when starting up. Unfortunately, it’s also something that many businesses get horribly wrong. But, that doesn’t have to be you. Follow these 5 key points of customer service and your company can become a model for others to follow.
One of the most annoying things is having to wait a long time to get a hold of a customer service rep. When it takes more than 2 business days for them to respond to your email, it’s very disappointing. Unless you have a company with a big call center, you probably won’t have to worry about your customers being on hold for too long. But, when customers leave you a message, you need to make sure that you get back to them within 24-48 hours. That rule goes for email too.
2. Level of Attention
As a small business, you can afford to pay extra attention to your customer’s needs. In fact, good customer service is one reason why people opt to do business with small companies. It is very important for you to realize that a big factor in growing your business is tending to your customers better than any other company can. At the end of the day, your customers should want to continue business with you.
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It seems to me that companies don’t take responsibility for their actions anymore. This means that it is more important than ever to build a reputation as a good company and admit when mistakes are made on your end. I have learned the hard way that you should always admit when your wrong. And if you have employees, sometimes you’ll have to take the blame on their behalf.
The way you handle customer questions or complaints is very important. You have to make sure it’s easy for you customers to get in touch of you. I typically recommend that companies have both a contact form and their contact info on their website. This makes it where your customers can email, call, or send you a letter (yes, some people still send letters.)
This one kind of sums up all of the above points. But, if you take away anything from this post, you should remember that the only way for you to build a business that will last is through a solid customer service program. Remember these highlights:
- Respond to customer questions or complaints quickly.
- Make sure you’re easily contactable.
- If it wasn’t for your customers, you wouldn’t have a business – so treat them well.
What does your current customer service plan consist of?