As the internet has become the favorite destination to consumers for their shopping requirements, e-commerce businesses have expanded on a huge scale and due to the addition of a vast number of e-commerce companies to the market in the last 10 years; it has become a competitive field of business. In this competitive market, earning customer loyalty is the one thing which every company needs to focus on to remain on track. A consumer wants the platform they are purchasing from to be simple to use, and they would like to trust that if anything goes south, they will get a swift resolution by contacting the company’s customer service team.
Customer service is the primary point of contact for your company, and if you have an effective customer service, there is a strong probability that your customer will trust you with their business and will want to visit more often and refer their close ones to your business through word of mouth.
Here I present you with 8 key points which you can implement to do what successful CS teams are doing to have a perfect relationship with their customers.
1. Be an Expert.
This is one of the main pillars for creating an excellent customer experience. A customer should never leave without receiving complete answers to the questions they have about your product or service. So, you must ensure that your employees have complete knowledge, and they have the resources to answer any question your customer might have in their mind.
2. Be transparent.
If there is an issue, do not hide it from your customers.
If there is a technical glitch in your site which caused inconvenience to your customers, inform them that there is an issue and you are working on this to resolve it as quickly as possible.
If the package is genuinely lost, tell the customer that it is lost and you will do your best to provide a resolution.
Transparency is one essential pillar which builds a bridge of trust between you and your customer.
3. Be Reliable.
Earn a reputation for being consistent and dependable. If you say that the package will be delivered within 24-48 hours, take all the necessary actions to make sure that it is delivered within the time frame which you have provided to your customer. If there are some changes in schedule due to some unanticipated issues, share the updates with the customer and inform them of the steps taken by you and the new timeline.
4. Make it easy to communicate with a person.
One thing that leads to customer frustration is that they are unable to reach out to the company if there are any issues. They are genuinely concerned that they might not get the service which they had paid for. Making it easy to reach out to you shows that you care and you are willing to hear them. While FAQ’s are a trend and many customers tends to find their answers in the FAQ section, there are times when a customer has to speak with a real person.
5. Have the right Employees.
You’ll need to make sure that your employees have these skills whilst hiring them.
• An understanding of your specific industry
• Attention to details
• Good Grammar understanding
• Personality: Look for someone Fun, Hardworking, Thoughtful, Patient and Empathetic.
6. Be Empathetic.
What is Empathy?
Empathy is the ability to understand and share the feelings of another. It is the act of putting yourself in other's shoes and seeing a problem from their point of view.
It doesn’t mean that you are completely agreeing with your customer, it just means that you understand their concern.
It is a vital skill that your representatives need to have because they have to talk to different kinds of customers every day and solve their problems while making sure that they are representing the company in the best way possible.
7. Ask for the customer’s feedback.
Asking the customer how they feel about the customer service that they have been provided will help you a lot in making necessary changes in your policies and you can generate training materials accordingly for your representatives so your customer does not come across the same issue as they faced earlier.
8. Ask for a review.
It is always beneficial to ask for a review for your business, the reason behind this is,
Statistics show that:
• 88% of consumers have read reviews to determine the quality of a local business.
• 85 % of consumers said they read up to 10 reviews.
• 72% of consumers say that positive reviews make them trust a local business more.
• 88 % of consumers say they trust online reviews as much as personal recommendations.
To conclude, a good product with caring people always attracts consumers, they will care about you if they feel that you care about them as well. Psychological studies suggest that it is a human tendency to mirror people in front of them, and this applies to businesses too. There is nothing more wonderful than being the “My Brand” to your consumers and you can accomplish this by showing that you understand what your customers are facing and you do have the capability to resolve it. As a provider, “your customer’s requirement is your responsibility.”