In a world of next day delivery and free delivery, a reliable and important service which is sometimes overlooked is click and collect. It’s a service which a number of large businesses run and structure a lot of their logistics around. But how often is it used and is it important to the consumer? As collection lockers are being installed in supermarkets and shopping centres, which see an opportunity to drive footfall, we also wanted to see if people are using these. We sent out a poll to a number of you to find out more…
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!