5 Essential Components of an Excellent Customer Service

By Megan Totka,
business.com Writer
Mar 16, 2017

Do what it takes to make your customers continue to do business with your company

When it comes to running and growing your business, it all boils down to the strength of your corporate philosophy and customer service.

Customers will say time and again that they are willing to pay more money for high quality customer service. Many customers say they will stop doing business with a company if the customer service is poor. This shows that your retention rates and overall customer satisfaction rely heavily on your customer service and corporate philosophies.

Make sure you take the time to support your team and keep them focused on the customer. Do what it takes to make your customers choose to continue to do business with your company. A team who works towards a common goal of providing excellent customer service and making sure customers like your business will, in turn, find great success. Take a look at these 5 essential components of an excellent corporate philosophy.

Prioritize each customer.

Every customer deserves to – and should be – treated as the important part of your business that they are. Set this standard from the beginning to ensure your team knows that customer satisfaction is the number one priority. The future of your business is based on your customers – that is why it’s crucial that your team treats everyone well at every touch point. The longevity of your brand rides on the outcome of each interaction your team has with your customers.

To go along with prioritizing each customer, it’s vital you hang onto your customers. Talk is cheap – you have to treat each and every one of them like loyalty at every opportunity. Your customers are the lifeblood of your business and the reason you are in business. It’s your job to ensure they are happy and want to come back for more. So the next time you are overwhelmed and frustrated, remember never to take it out on the customers. Retention is where the money is – customer service is more important than pricing. Your customers want to know they are valued. Provide the best service possible each and every time you can and hold on to your customers for dear life.

Strive to have a great reputation.

No one wants to do business with a company that everyone is complaining about. If your business offers poor customer service and poor quality products, word will travel quickly and your customers will decide to take their business elsewhere. In fact, 40 percent of customers began purchasing from a competitor due to their reputation for great customer service. Make sure your company strives to do its best to give your customers an unforgettable experience. Make sure your customers have such good experiences with your business they want to share them. Customer service is where all the magic happens – each interaction gives you the chance to prove to your customers how much you care. Focus on ways to create relationships that matter through giving your customers the chance to talk with people who care, and not give a generic response. It’s crucial your team embraces the philosophy that your brand’s reputation is of utmost importance.

Apologize when needed.

It’s okay to make a mistake – after all, we are all human. However, when your business messes up, it’s likely your frustrated customers will expect some excellent customer service to resolve the issue. It’s important to know when and how to apologize for the mishap. First off, fess up early and own it. Realize that sometimes an apology isn’t enough. There are situations that call for a hefty discount or giving away something for free. It takes approximately twelve positive experiences to make up for a single poor one. This means that an apology and a sincere attempt to fix the problem as fast as possible to redeem your business are crucial to reverse the damage. Always remember to own your mistakes instead of placing blame elsewhere, and take the necessary actions to ensure you never make the same mistake twice.

Be reachable.

It’s important to make sure your customers can reach you when they need an ear to listen and problems resolved. Your customer support team needs to be as accessible as possible. Customers tend to prefer to communicate via email and phone, but some do like live chat and social media as communication options. Ensure you have a team available to respond to customers on all platforms.

Being reachable isn’t the only important thing – if you’re speaking with a customer on the phone, it’s vital to avoid transferring him or her countless times. People don’t want to be placed on hold and bounced around time and again before their issue is handled. Don’t let your business become known for doing that. Empower your employees to make decisions so first call resolution increases; and therefore, customer satisfaction increases, too.

Focus on delivering a consistent experience.

Each interaction a customer has with your brand needs to feel consistent, and customer service is no exception. Whether a customer is speaking to a representative on the phone, in a brick and mortar store, or using a self-service channel, it’s vital to make sure your brand aligns.

The tone you use and your voice should feel familiar and craft a consistent experience for your customers, too. Deliver consistency through your persona, branding and web design. Consistency throughout the customer journey increases customer satisfaction, boosts loyalty and builds trust. Make sure your team knows the overall message you want to portray. Consistency is, without a doubt, a key to customer satisfaction.

Excellent customer service involves interactions that are dependant on employees who can adjust themselves to the personality of their customers. The way you take care of your customers will alter the perception they have towards a business. Place a strong emphasis on making your customers happy from their first contact with your business throughout their journey.

The philosophy a business has towards its customers should align with your vision. When every member of a business is onboard, it makes it much easier to work towards and reach a common goal. Ensure your team strives to perform their very best and that an equal importance is placed on each component of your corporate philosophy to make sure it is lived up to.

Megan Totka is the Chief Editor for ChamberofCommerce.com. She specializes on the topic of small business tips and resources. ChamberofCommerce.com helps small businesses grow their business on the web and facilitates connectivity between local businesses and more than 7,000 Chambers of Commerce worldwide.
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