The importance of customer service
Before getting to the heart of this matter, let us remember the importance of providing good customer service. You probably already had a disastrous customer experience and know how frustrating this situation can be. Although good customer service cannot make miracles, it can help with customer loyalty.
When you try to find solutions, you show you care about satisfying people. Your clients’ feedback can also be an essential resource for your business, as you will learn more about their needs and what needs to be improved.
5 Tips to manage your customer service more efficiently
Now, what can you do to provide good customer service? The question here is not to say yes to all requests but to ensure you assist your clients well during this process.
Have a first contact as soon as possible
Here is our first tip: make the first contact as soon as possible. Nowadays, everything must be quick. Many clients will then expect to receive an answer promptly. There are various ways to temper this. First, it could be interesting to mention your usual delays. You could write that people should expect a reply within two business days or that your customer service is closed on evenings and weekends. Second, you could have an automated message saying that you received the request and will answer it as soon as possible. You could also add a link to your website FAQ.
In sum, even if you do not have the answer or the perfect solution yet, try to contact back your client as soon as possible to secure them.
Take the time to do some research
Next, when you become aware of the problem, take the time to do some research. Is it a regular client or someone who purchased something for the first time? Is it the first time they contacted you? What was ordered exactly? It will allow you to understand the situation better. It will also show your client that you took all the necessary time to understand its file and, in some cases, see if it is a reasonable or real request.
Validate the situation and what is expected from you
During the first contact, we recommend validating the problem with your client and trying to learn more about their expectations. An issue that can seem unimportant to you might be very problematic for someone else. Regarding returns and refunds, we strongly suggest adding a section or page about your terms and conditions on your website to protect yourself.
Here is an example: if I understand well, you did not receive your order made a month ago. Would you prefer that I refund you or send you a new box as soon as possible?
Make a plan and give regular feedback
Once you have confirmed what your client wants, make and present a match plan. Reassure your client by telling them that you will take charge of the situation and explain the next steps. If the process is long, communicate with them from time to time to tell them you did not forget them. If it is regarding an order, you could send a photo of the product ready to be sent or the shipping tracking number.
Ensure to respect your word
At this step, it is essential to provide what you promised if you want to satisfy your unhappy customer. You might have made a mistake initially, but now you have a second chance. Failure to respect your work will harm your professional credibility. Consequently, make sure that you offer quality customer service to increase your chances of having satisfied customers in the end.
What can you do if your customer decides to post a negative review?
It may happen that your client has unrealistic expectations or that you cannot satisfy them. They can then threaten you to write negative reviews everywhere online to harm your business and force you to give them what they want. Please note that you should take these threats with a grain of salt. Although it may be unpleasant and disheartening, start by taking a deep breath.
First, if the person decides to do it, you will most often have the opportunity to reply to the negative comment. Frequently, how the business answers to bad reviews is as important as the comment itself. Moreover, everyone knows that we cannot please everybody. Otherwise, if you feel that you did everything you could do and stated your terms and conditions clearly, you could check with a lawyer if it is a case of defamation.
In conclusion, providing good customer service can be challenging, but try your best. Start by answering as soon as possible, then take the time to understand the situation and what is expected of you. Next, put in place a plan to provide a solution while communicating regularly with your client.
If you have an online store, you likely already know how much the shipping fees can take an important part of your profits. Regarding this, do you know what you can do to avoid returns and exchanges?