Good customer service is the basis of any business, but it is something that is often neglected in exchange for more pressing tasks. If you take the time to look after customers then over time you will build your brand loyalty. Customers are more likely to offer repeat custom to businesses that look after them rather than a company that rushed them through their purchase. This is also true of credit control departments, it is vital that you build a strong relationship with either clients or their financial departments to make addressing payment issues easier and simpler.
Nothing is more irritating then finding out you can only contact a company Monday-Friday 9-5 just to answer a question! Of course, as a small business you cannot be expected to run a 24/7 contact centre however you should offer you customers several contact options. Make your email address available along with any social media platforms where they can ask a question. Run an FAQ section on your website too, in most scenarios this will be enough to pacify a customer until they can speak to a real person, there are also a lot of free or inexpensive applications to run a live-chat service on your website; customers will prefer this option as it is an instant response.
Allow your customers to leave honest reviews. Reviews are a good way to grow your business, if they are negative then you know how to improve and if they are positive then it can attract new business. Use a recognised service that clients trust and always respond to customer reviews, this will show that you care about the customers’ opinion.
As you begin to employ more customer service executives, you will begin to lose control over the delivery of service. That is why you must ensure that every team member is aligned with the company values and trained to the necessary standard. Regular reviews and training courses will mean that the team remain motivated and engaged and standards don’t slip.
Social media is a fantastic resource; both customers and other businesses use it so it doesn’t matter if you are B2B or B2C, you just have to adjust how you utilise the platforms. As a business owner you have a lot of responsibilities, try delegating the management of social media to another member of staff or to a third party. It’s a great way for clients to find out about your business and get in contact with you so make the most of it.
At Commercial Domestic Investigations, we understand that you have a lot to do on a day-to-day basis and we want to help. Our highly motivated team can assist you with your credit control and chase overdue accounts so that you can focus on running your business. We understand that customer service is important; we take the time to get to know you and your business and will speak with your customers with respect and professionalism. To find out more about how we can help you contact us on 08444 159200 or email firstname.lastname@example.org.