We All Can Improve Customer Service In Our Businesses
Apparently Americans feel that customer service is worse this year than last year … and the year before … and the year before that. Even with pandemic delays and shortages somewhat improved, the higher prices we’re all paying are not delivering the better product or service that we expect.
Companies scoring highest for customer service are Chewy, Tesla, Navy Federal Credit Union, and USAA. Scoring lowest is none other than our own IRS. If you have to connect with them, let us help you, yes, we charge fees for that but it may be worth it to get some time back. Book A Meeting
All of this begs the question: Where would your company rate on customer service if someone were to poll your customers? Do you roughly know the answer to that question? Or perhaps not?
So how do you improve customer service to deliver that exceptional experience to keep your product/service valuable?
How to Improve Customer Service in Your Business
“Your most unhappy customers are your greatest source of learning.” – Bill Gates
You’ve seen these positions in the workplace: Chief Experience Officer, VP of Customer Success, etc. They get paid quite well to show companies how to improve customer service. However, generally, does it work? Sometimes, it may, but considering customer experience rates have dropped now for the third year in a row, sometimes it may not.
For the small business owner, though, that could create an opportunity, as the customer base seems to expect poor service. If you can consistently fill that gap, the difference could be noticeable and likely to accrue business to you.
How to do that?
How to Improve Customer Service Suggestion #1 - Make providing exceptional service fun (and rewarding).
Incentivize. Reward staff for quality metrics like quick ticket resolution time, positive reviews, or positive customer feedback. You can even publish an internal “scoreboard” to generate some friendly competition. But be sure to make sure it doesn’t turn too competitive, like a family game of Monopoly. Set boundaries to keep the game positive for all team members.
How to Improve Customer Service Suggestion #2 - Know your customer better.
Go beyond your traditional data collection. Is there a way for you to capture sentiment or customer emotions at a touchpoint in your process? If so, you might be able to identify problem points and create space to fix them.
How to Improve Customer Service Suggestion #3 - Be relational.
Have you ever sent a personalized video messages to clients? It could be in response to a customer support ticket, delivering a service, a follow up summary of solving a complex issue, or even just welcoming a new client. Handwritten notes can be nice, too. And then communication on life events; a birthday note or condolence flower, depending on what is happening in your customer/client’s life. The point is, don’t underestimate the power of noticing your customers.
These are just ideas. Have you been doing any of them? I would love to hear what’s working for you. What methods have you put in place to improve your own customer experience?
