It feels like most industries are now stacked with competition from rival businesses. One of the ways you can stand out is by having the best customer service in your market. In a world of instant messaging and social media, positive word of mouth travels quickly. Improving this part of your company could turn out to be a very worthwhile investment in the long-term.
Employee training courses centred around improving customer service skills should be one of the first things you consider. Everything from product knowledge, critical thinking, and communication skills can be focused on to create a better balanced and stronger workforce. While emphasis is often placed on the negative effect poor service can have on the consumer, it’s not uncommon for employees, too, to suffer from verbal abuse from angry customers. This can place a large psychological toll on individuals not properly equipped to handle the situation.
Online shopping has become much more prevalent. However, shipping times are still a point of concern amongst shoppers. In fact, in a recent study published by Econsultancy, 44% of those surveyed said they were more likely to purchase online if they were able to pick up in-store. These kinds of services are incredibly popular during high-pressure points of the year, with 95% of those asked saying they will use click and collect services during Christmas. Offering your customers as many shipping options as possible could help you stand out from the crowd. If you don’t have a retail store they can collect from, consider using a courier service like TNT. There are a variety of different express delivery services available, including next-day or even same-day delivery. Similarly, if your business is shipping a lot of orders, you could even consider pallet shipping. By finding reliable trucking companies in Georgia, for example, businesses can get all of their orders transported together for better prices. Maybe that’s worth considering.
Finally, make sure you take advantage of the new ways social media allows your company to interact with consumers. As a small business, you have an advantage over large corporations in this area. You can engage with your customers directly through your Facebook or Twitter profile. Those dealing with a high-street giant often have to deal with four-step customer service programs that are both time-consuming and frustrating. Not only can this have a positive effect on a company’s image, but it could also improve your services in the long-run. The best people to ask about how you can improve is your customers.
No matter how great your product or service is, poor customer service will always turn away customers. Make sure this aspect of your business isn’t letting you down.