The multi-billion dollar online retailer Amazon, who first launched its first shop in late 2016, promises to revolutionise the way people shop. The online retailer is certainly no stranger to changing the market and they seem to have done it again with this new concept.
Retailers have made it really easy to buy products online, as well as instore. However, how has this affected how consumers shop? Does it mean that shoppers are more likely to shop online? Read on to find out.
Regardless of the line of business you are in, the customer service you are providing should be top priority.
Without quality customer service, not only will the marketing likely fail but also the business’ itself will be in a precarious position.
To keep those customer’s returning and have really great customer service, we’re sharing some tips below.
Customer service is one of the main aspects a customer will judge a business on.
It is your responsibility, as the business owner, to deliver the service a customer expects from using your products/services.
What determines the true cost of poor customer service? The short answer is that there isn’t an equation to help determine how much you are losing by poor customer service.
No two customers or businesses are the same but the negative impact of producing poor customer service can be similar, if not the same.
For each customer that is lost from poor customer service, you lose new customers that could have been referred to you. Along with that, your brand’s reputation could be damaged and brand loyalty. This will further negatively impact your performance and profits.
Mystery shopping is a popular tool used by many businesses to measure the quality of their services or product delivery from a consumer perspective.
Many times the actual delivery at the retail outlet is not up to par with the company’s policies and claims and mystery shoppers can help the company pick out whether their frontline staff is providing customers the standard of service expected of them.
There are many challenges that come along when working in retail.
Often, it’s the distraction of these challenges that means employees lose focus on providing the best customer service they can to shoppers.
A customer journey map is an incredible tool for understanding and improving your customers’ experience.
A good customer journey map will document your customer experience from the customer’s eyes, thus helping you understand how customers interact with you and possibly identify any areas for improvement.
However, you may have difficulty finding a standard customer journey map as there is no standard. You can, however, build it following design principles, or any other visual creations – make a work of art.
We have obtained some accounts over the years from our mystery shoppers that are quite something.
We’ve listed a few of our favourites scenarios below, showing you what should NOT be done in terms of customer service!
Mystery shopping is all about satisfying the customer, as their satisfaction is the key component for the success of a business.
Customers are expectant of quick, efficient service; they expect not to be put on hold and will look towards social media to add a complaint or ask a question.
Below, we’ve listed a selection of tips to ensure that your customer service is of the highest standards online:
Deal with common questions
FAQs (frequently asked questions) are a brilliant way of reducing the amount of repetitive questions that are asked, by featuring a well thought-out FAQ on your website, customers will be able to see that their query may have been answered.
Include warranty information, video clips, return and exchange policies and anything you thing customers may find useful from your company; it gives a sense of being ahead of the game.
Automatic responses stating that someone will be replying to a query 24 – 48 hours later is unacceptable, your customers will have sought out service elsewhere by then.
Deter from automated responses and implement a policy somewhere that you will strive to get back to queries within so many hours or as quick as possible.
Speedy on social media
A majority of customer will look to social media to ask questions or complain, and because of platform not being an official means of branding for your business (more for advertisements etc.) you should be able to reply quickly, without solving the question at the present time, but assuring them you are there and have heard their request.
A customer’s privacy should be of utmost importance, do not, under any circumstances, ask for a customer’s personal bank details.
This information will not only put them at risk, but your business is likely to make customers feel uncomfortable and they will lose trust in your brand.
Careful of jargon
Ensure that your customer service representatives understand that not every customer they come into contact with will understand the common jargon used in your area of industry.
Use clear replies and be direct when answering questions – too much detail can be confusing.
Customer support teams will need to have thick skin to be able to deal with angry customers, it’s not professional to shout at customers who are shouting at you.
By being calm and handling the situation with apologies, it should lower the temper of the customer.
For more information on customer service tips, or our services we offer, please visit our website!