Learning To Take Customer Service To The Next Level

Everyone with a business will agree that customer service is important. Really important.

If you've ever been to a restaurant and received awful service you know exactly what we are talking about. It doesn't matter how good the food is, bad customer service can ruin a meal. Same goes for shopping: Customers who receive bad customer service from an online store are highly unlikely to return, and even less likely to refer your business.

When your customer complains, take it seriously and act on it immediately. Complaint departments have changed quite a bit over the years. People don't fill out comment cards or send emails to the complaint department anymore. They go on Twitter and other social media forums to raise hell, so it's very important to fix a squeaky wheel as soon as possible. If the complaint is legitimate you shouldn't cheap out... be generous in your response. 

Your company should always have a friendly Return Policy. Some people are hesitant to shop online because they're unsure about purchase and return policies. Does your ecommerce store have a return policy? If not, you should seriously consider creating one. While writing the details of your return policy, it's important that all sales are not final, and all your policies are stated in plain English and placed somewhere on your website that is easy to find.

You will find that 20% customers are asking 80% of the questions! Most questions are asked over and over again. You should build a dynamic Frequently Asked Questions system for your customers and greatly reduce your inbound customer inquiries. By organizing all your product details and frequently asked questions in your knowledge base, giving customers a quick and accurate answer can be as easy as directing them to a knowledge base article. The self-problem-solving rate can also be increased as customers can easily find answers to most of their questions by searching in your knowledge base. This will surely lead to more satisfied customers and more effective staff.

The real test for your customer service is determined by the return customer, not the first timer. A good experience, during every visit, encourages customers to tell their friends and partners about what a surprisingly great time they had working with or buying from you. Superior customer service isn’t something that can be outlined by secret shopper reports, it’s something that starts with the hiring process during and after company formation and ends with that special smile on your customer’s face.

SMART Service Desk IT Service Management Software is your answer. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.

SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com