Did you know that around 27% of Australians share their complaints of a business on social media? This means that 1 in 3 to 4 of your customers with a complaint are likely to share their complaints to the world.
Too often, businesses see the small picture and focus on their profits before the customer’s needs. Because of this, they’ve been known to neglect the bigger picture and damage their reputation through negative feedback.
The problem with negative feedback in these times of transparency over the internet, is that not only the company in question finds out about it, but possibly hundreds, thousands, even millions with the viral nature of social media.
Jim Rohn, Entrepreneur and Motivational speaker, stated; “One customer well taken care of could be more valuable than $10,000 worth of advertising”.
The best businesses in the world spend less money attracting new customers, because they already have a loyal customer base that enjoys the service they receive. Is your business spending too much money on advertising but not retaining customers? Maybe it’s time to re- evaluate your priorities by putting the focus back onto finding out what your customers actually want, rather than what you think they want.
So how do we offer exceptional customer service?
- Offer a smile to your customers. A friendly face is much more approachable than a stressed or angry one. Body behaviour research tells us that it is natural for customers to mirror the actions of the customer service representative. If you approach them in a positive way, it is likely this will reflect onto your customers.
- Do your research. You may think you have the most amazing product that will fly off the shelf. However, if you haven’t done your research of who your key customers will be, or asked them specifically about their needs, you could be offering something that they are not interested in. One simple way to obtain this vital information is to actively listen to your customers.
- Go the extra mile. If a customer is looking for a product, why not show them where it is rather than giving directions. Are they struggling to use a product? Why not demonstrate how to use it. Guide them through your website; it may not be as user friendly as you think. It’s the little things that add up to make a huge difference.
If you have happy customers and you are meeting their needs, then the profit will follow.
For more information on how to offer exceptional customer service, please visit our website http://www.edgecommunication.com.au
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