When a business succeeds, it is due to its products and services, but when a business fails, it is due to its customer service. Why do we say that? Well, there is no hardcore rule or formula to determine exactly why a business succeeds or fails so how can we make that assumption? Indeed, determining the exact reason is not possible, but we can make an assumption by looking at the reviews and why people are happy or unhappy about the product or service.
This is why checking the reviews for any product or service is important. No doubt you can get the details and other information on the official page or through the website, but getting reviews firsthand will enable you to understand the service much better. For example, if you are looking through different ISPs and their internet connection options, you will have to look at the reviews and determine which one is good.
If you do narrow down one of the ISPs for its good reviews, then you can search up their plans and bundles. TDS TV and Internet bundles are examples of how you can search to find out about the plans and the reviews. But anyway, let’s move back to the topic. Let’s discuss why customer service is so important.
Importance of Good Customer Service
If a product or service is meeting the needs and requirements of the customer, then they wouldn’t be unhappy. If they experience some difficulty with that product or service, they will bring it up with the customer service representative. However, if the problem is fixed after the complaint, the customer leaves happy.
Just in case, the problem is not resolved, the customer is no longer your customer. And if we were to assume that the product or service was faulty from the beginning, the customer would become doubtful of the brand and switch to another.
While the product needs to fulfill the customer’s requirements, we also need to make sure that when they are in need of any help, they get exactly what they are looking for. Customer service is one of the few things that is pushed aside and considered unimportant. A lot of businesses invest their money, time, and effort in the product and services, rather than customer service.
The reason for this is that they think if the product or service is good enough, they won’t need to contact customer service for it. This kind of thinking is the reason for their problems and customers’ unhappiness. So, instead of thinking that way, companies should identify and modify these things before it gets even more problematic. Today’s blog will be focusing on how you can improve customer service to build a strong relationship with your customer.
How to Build a Strong Customer Relationship?
Knowing the importance of good customer service, let’s talk about building and maintaining good and strong customer relations now. Here are some things you can do to appeal to your customers:
Write Magnetic Emails
One way of communicating with your customers is through emails. But, how do you make sure your customer is reading your emails and not just deleting them right away or letting them sit there forever? First of all, it is important that you provide some value to the customer. You don’t want the customer to read your email and think that they just wasted a minute of their lives. Rather, you want the customer to be excited about that special discount you just told them about.
Instead of making it sound completely like a business email, try to make it like a personalized interaction with another human. Don’t force the conversation, but let it flow naturally. Educate them about your brand and let them know about any new updates like a new collection or something. This will pique their interest and they’ll know where to find you.
Step into your customer’s shoes. Think about what they are looking for from your brand. Don’t think about what you can give them but only what they want. Start from there and once you figure out what they are looking for, you will know how to provide a product or a service that will win them over.
Naturally, your target audience can vary greatly. So, to better understand them, develop detailed buyer personas depending on commonalities among the groups. This way you will be able to understand mostly and easily communicate with your customers.
Raise the Standard
A common perception that customers have is that companies and businesses don’t care about their customers, they only care about making money. The only reason that makes the customers think this way is their poor customer service. Whereas if a company were to do something as simple as sending a gift card or sending flowers on someone’s birthday with a personalized note, customers would have the complete opposite perception of that company.
Consistency is key. You can’t expect a customer to be understanding if you did not deliver their parcel on time. If you only send out emails to your customers when you want them to buy from you, it will only drive them away. Be consistent with your actions in making the customer feel valued. Connect with your customers and keep them in the loop.
Lastly, let your customers know that they can come back to you and be honest with you about any issues they might have with your product. Don’t wait for them to get frustrated and start posting on social media regarding any inconvenience. Be the first to reach out to them and assure them that their problem will be looked after right away. That is what the customers want from you.
To Make the Long Story Short
The customer is a living, breathing person, not just a number on your sheet. While you may be sitting at a desk looking at numbers and charts all day, remember that the customer can also treat your business like any other store that is replaceable. The key word here is replaceable. You want to try your best to show the customer that you are irreplaceable!