If customers are your business, then offering the most effective service to keep them finding their way back is essential. Good customer support is more than just about the things you say or offer to them. It is also about figuring out what your clients really need and providing it for them. Consider these customer support tips to get your clients coming back for more.
1. Address customers by their names
You would be amazed at how often customer service agents have entire conversations with a client without ever calling them by name. Researchers can testify to the fact that names have a great impact in almost any social situation because folks really like hearing their names called out. Clients are no different; instead of the normal “sir” or “madam”, call them by their name and you will instantly notice the big difference it makes in your interactions with them.
2. Be true to your word
Make sure you’re only offering customers something that you are absolutely sure you can deliver on. One big customer pain point is being promised a delivery date for a shipment, only to discover their item isn’t in their hands on time and when expected. Make sure you are always setting proper expectations with a customer. Offer a delivery window (3 to 5 business days) so that if the package arrives early, they will be pleasantly surprised! If the customer is demanding an exact date, manage their expectations by explaining you’re unable to guarantee a date, but you will do everything within your power to make sure the package arrives on time and will keep the customer informed of the status.
3. Give customers a “wow” moment
Make a conscious effort to “wow” every one of your customers. While not always possible, take the time to think of creative ways to knock their socks off and keep them coming back for more. Make a note of an upcoming trip they mention and make sure to ask them how it went the next time they call. Offer to order them a pizza if the issue they are calling about is keeping them in the office late and they are getting hungry. These little opportunities to “wow” your customers come up all the time, it’s up to you to recognize them and take action!
4. Seek opinions from your customers
Your clients may be one of your best market study tools, so ask them things that will lead you to new methods of enhancing your business and assisting your customers better. Keep in mind, customers like to be addressed as VIPs and seeking their feedback is among the easiest ways to make them feel important. It is a win-win condition for both you and your clients. Invest in a good survey tool that is customizable to meet your needs. Customer opinion and feedback is gold in this industry!
Keep in mind these customer service tips to keep them coming back for more! Being honest and open with customers while setting proper expectations will build trust and loyalty.