10 Ways To WOW Your Customers
You may already have a fantastic website. You may even have an incredible product or service offering, AND, if your customer service is not great… then you could be damaging your reputation without realising and leaving significant money on the table!
In a recent article, 10 Ways to Deliver Consistently Great Customer Service,
Here’s the run down…
1. Know your product
Expansive knowledge of your product / service is one of the best customer service skills one can develop. Believing in what you’re selling also helps, allowing you to showcase any features and demonstrate how your customers can benefit from what it is you offer. This also makes selling easier. You’ll naturally come across as being helpful vs being pushy or salesy which a lost of customers will appreciate more.
2. Maintain a positive attitude
A positive attitude goes a long way.
Flavio Martins, VP of Operations and Customer Service at DigiCert, Inc. says “The right attitude changes negative customer experiences into positive customer experiences.” Even when it comes to virtual and over the phone interactions being mindful to reflect positivity and enthusiasm in your language and tone of voice makes a big difference.
Even in email communications, the appropriate use of emojis can convey warmth and good humor.
3. Creatively problem-solve
80% plus of customers leave due to bad customer service. By solving problems you’ll make your customer feel like they matter. It’s also how you wow your customers, but providing solutions for issues that deem are important to them. It demonstrates your willingness and ability to go above and beyond plus it encourages more loyal customers.
4. Respond quickly
66% of people believe that valuing their time is the most important thing in any online customer experience. Simply put, resolving customer queries quickly =Good customer service.
First set expectations regarding timing so that your customers understand that more complex queries can take more time to resolve and then get onto it. Keep them in the know before they feel the need to pester you and you’ll be rewarded with a happier customers for your efforts.
5. Personalise your service
40% of customers say they value a more human experience. They want to feel like more than just a number to you. Not being treated like an individual, having their time disrespected or having their issue bounced around different people on the team can feel infuriating.
This this is not possible, nor appropriate to do this for every client, and… how often do you go “off script” and add that personal touch when you know your customer will appreciate it?
6. Help customers help themselves
In addition to being helped, sometimes… customers want the flexibility to quickly resolve their issue themselves. I’m sure, to the frustration of every mechanic ever lived… 81% attempt to take care of matters themselves before reaching out for help whether just to save money or the hassle or both.
Self-service is a scalable and cost-effective. Think booking systems, online shopping, automated quoting, even FAQ pages. If there’s anything your business can offer that allows your customers to self-serve, then you’re on a winner.
7. Focus support on the customer
Think people before products or profit.
Kristin Smaby said in her book “Being Human is Good Business,” “It’s time to consider an entirely different approach: Building human-centric customer service through great people and clever technology. So, get to know your customers. Humanize them. Humanize yourself. It’s worth it.”
8. Actively listen
Actively listening to your customers helps you better understanding where you are doing well and where you may be letting your customers down. Imaging better understanding what your customers’ problems are and being more effectively able to solve them. And guess what! This results in happier customers.
Attempt not to push your own agenda and never assume that you know what they’re going to say. Use phrases like “It sounds like … ” and “Do you mean … ?” or “Let me make sure I’ve got this right.” This makes them feel like you have actually listened and understood their concerns and goes a long way towards diffusing awkward interactions.
Remember, customer service is not one-size-fits-all. Be prepared to tailor your approach based on each unique customer.
9. Keep your word
Make sure you deliver on what you say you will do. This is common-sense customer service! Keeping your word shows respect and evokes trust.
If you have to break your word, own up to it, apologise and offer something to make up for it.
10. Be proactively helpful
Going the extra mile, if valued by your customer, will be perceived as great customer service.
Anticipating your customer’s needs, wants and desires before they even ask or if they actually don’t realise that’s what they need.
This is what breads repeat business! In reference to the law of reciprocity in social psychology: If you do something nice them, they will want to do something nice in return. ie. buy something, refer you, follow your socials…
The Bottom Line
Always being mindful of and improving your customer service builds strong, long lasting customer relationships. Any of the tips above help encourage customers to not only repeat buy from you but to also refer you to others, support you on socials and generally become an advocate for your brand.
And your website can assist in making delivering some of these easier and more time efficient including online ordering, personalised auto responders and more. If you’d like to learn more about how your website can help you WOW your customers even more, let us know!