Why You Should Never Neglect Your Customer Service Experience

As a business owner, it can be challenging to forge a way through the coronavirus pandemic. With the economic climate looking more uncertain than ever before, startups are struggling to compete with their larger industry rivals. To stand a chance of thriving in a Covid-19 world, you need to bring something different to the market. This might mean adapting the way you work, what you offer, and the niche you target. At the center of your business vision should be your costumers. These are the people that will help your business survive. Take a look at why the customer service experience you provide can make your break your brand.

Under Promise And Over Deliver

It doesn’t matter whether you are a new business or an entrepreneurial veteran, you need a customer service policy in place. This enables your staff to be singing from the same hymn sheet when focusing on your supply chain and clientele. Have a policy of under-promising and over-delivering. If you know that you can get a product on your customer’s doorstep in forty-eight hours, state that you will have it delivered in seventy-two. This way, when your customer receives their item a day early, they will assume that you have gone the extra mile. Even though you haven’t pulled out all the stops, the illusion that you create can make your customer feel warm and fuzzy inside. This encourages positive feedback online. This enhances your reputation and can help you to secure more business.

The Business Plan

Your customer service experience should be evidenced within your business plan. This gives you a concrete foundation for your decision making. Just because a courier may be cheaper for your business, they may be unreliable, which will impact your reputation. Instead, strike a balance. The last mile delivery of your supply chain is the most crucial and will see your item delivered from its storage facility to the end-user. In your business plan, mitigate the risk of damage and loss in this final stage of the customer service experience to ensure that it remains as flawless as possible.

When Things Go Wrong

Every business has problems in its customer experience at some time or another. The key is making these episodes as infrequent as possible and dealing with them effectively when they do occur. Any complaint you receive must be dealt with swiftly. Don’t be afraid to say sorry. It makes you appear human. Email or call the complainant and take them through the process you will be following to bring their issue to a pleasing resolution. Keep them informed at every stage of the process and incentivize them to give you another go. Give them a discount on their next order as well as providing a full refund if necessary for the present problem. This could prevent a poor review from appearing online.

By treating your customers with respect, you can secure repeat business and develop a reputation for excellence enabling your venture to thrive.

This is a contributed post.