Unfortunately, a large percentage of businesses neglect to put customer service strategies in place, in order to ensure that their customers are satisfied with the level of customer support that they offer. One business expert who teaches businesses how to put strategies in place, to ensure that their customers are happy with the level of service which they are offered is Josh Melick. A businessman who has founded three businesses. One of which develops digital tools which help businesses to better serve their customers.
Melick’s number one piece of advice is for businesses to come up with a comprehensive customer service plan which covers online customer service and face to face customer service.
Melick suggests that businesses plan to provide excellent online customer service by ensuring to offer their customers the right contact options. If in doubt, businesses can’t go wrong offering customer support via instant chat and email. In recent years the popularity of messaging based chat services have increased at a fast rate as today’s customers spend much of their life communicating with others using chat based messaging systems and as a result are most comfortable communicating via text based messages. Whereas previous generations much preferred to get in contact with businesses via phone calls.
Melick also believes that businesses can improve their online customer service by offering an online concierge service. For example, some businesses offer online consultants who can provide customers with assistance choosing products and services. Melick also believes that businesses should offer in person concierge services. As they can help businesses differentiate themselves from their competition. As customers are excited by businesses that offer unique, customer focused services. This is why Apple’s Genius Bars are so popular and have taken the world by storm.
Melick also believes that business owners should plan to foster a culture of customer appreciation and to have plans in place to remind their employees that their business places a huge importance on customer satisfaction. He also believes this business owners have no other choice, than to quickly dismiss any employees who are caught treating their customers poorly. As such individuals are likely to repeat the same behavior on a day to day basis and negatively impact customers’ views on a business. In fact, many customers will refuse to shop at a particular business, if they are treated rudely by a staff member.
At the same time, Melick does encourage business owners to celebrate their employees who earn glowing reviews and who represent their business in the best light possible. Good employees who are passionate about providing exemplary customer service are hard to find and it’s important for businesses to try and retain their most customer orientated employees.
Melick also advises business owners to take a good look at their business systems to ensure that they are linked properly, in order to ensure that customer information is readily accessible. As customers will have little patience if they have to wait hours for a response to their customer query, because their customer service agent can’t find their order history.
As long as businesses plan to put steps into place in order to provide a high standard of customer service, they should reap the rewards of their efforts in the long run.