Good customer service practices that will transform your business performance
Isn’t it super satisfying when you need the service of a company, search for it online, find all the information you need, and, after you get in contact via email/Facebook, you’re answered promptly!? I love it and I bet you do, too!
A company that is well structured, even if it’s formed by just one person, will certainly prioritize customer service.
Then you ask me: “But, do you really think that this company will reply to my message quickly, even if it doesn’t know exactly how to answer my request?”
The professionals of a company don’t need to know everything, but answering the message with a: “Good morning. Thank you for your contact. We will write back with the requested information as soon as possible” is a way to engage with the client, in addition to being super polite, even when they don’t immediately have an answer.
Think about it, if you have a physical store and a customer comes in, and asks you something you don’t know, you don’t leave the customer waiting for 3 or 4 days without saying “good morning”, “let’s do some research”, etc. In the same way, the customer who comes into contact with you via internet must also be quickly answered.
The internet has come to bring agility to you and the customer, so try to be as quick as possible in the first response and you’ll earn points with your customers.
Here are some other tips on Online Customer Service:
– Social Networks & Email – Don’t ask someone who contacted you via Facebook/Instagram/TikTok /Linkedin, etc. to send you an email with the same request – you’re responsible for centralizing and organizing the messages you receive, not your customers.
– Social Networks & Telephone – Don’t ask the customer to call you for an answer, otherwise, it doesn’t make sense to have an online channel. If you need something to be resolved by phone, you should be the one, as a company, to request the customer’s phone number and contact them.
– Price – If you have online channels, and have made your company information available online, don’t ask the customer to write to your “inbox” to get prices. Be transparent about your prices and let the customer make the final decision about whether to buy or not.
– Official channels – Be clear about the company’s official contact channels and respond through them, not through your personal accounts.
– Templates – Templates are ready-made answers that help companies that receive identical questions from customers to answer them faster and more easily. Prepare some standard answers to common questions, if possible, but be careful not to establish a habit of mechanical-communication-only with your audience.
– Mechanical responses -You’re not a robot and, neither are your customers. The human being easily perceives lifeless, robotic, and mechanical communication. Escape this practice and try to be as friendly as possible.
On top of those tips, there are many others to be added. I would like to encourage you now, not as a business person, but as a customer, to add to this list other good practices in online Customer Service that would be to your personal liking.
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