Customer support is an important staple of modern business. You need to be reachable at all times and offer a dedicated team, however small, of educated, well-mannered staff that help the public identify positively with your brand. Your customer support team are the first line of defense when it comes to the hoard of complaints you’re likely to receive. Even if you are offering a watertight service or product, and you have thousands of amazing reviews, you can be sure that someone, somewhere is going to complain about it. You need to be ready for this. You need to be welcome this.
It’s indicative to understand where your demographic is likely to contact you. The older population are more likely to call or complain in writing, whereas the younger generations are more likely to tweet support questions your way. It’s best to be prepared for all eventualities. What follows is a list of the six ways you need to make sure your customer service is on point.
Be Available
Availability doesn’t mean you need to have a manned called center that’s open 24/7, but it means being open to communication through a variety of formats. Life moves digitally now, so not only is a dedicated telephone board worth having, but a twitter account directly responsible for observing complaints and responding to them can be a faster, more direct way of doing things. Also making sure these options are reliably functional matters.
Be Responsive
It’s one thing to be reachable, it’s another thing to be reached. Ensure you have enough people on hand to meet the potential demand. If you have a solid product or service, it’s still likely that 1 in 3 sales are going to contact you. Prepare for this eventuality by mitigating the risk of a public ‘blunder.’
Negative word spreads fast, and as the old adage goes ‘One positive statement said about your firm will travel to the ears of three people. One negative statement will travel to the ears of ten.’ You don’t want a reputation for a lack of customer support, so prioritize this as much as you can.
A good way to keep your support service smooth and operational is using solid IT systems to address and maneuver around problems. Using a professional service like Dyrand Systems will help you achieve this.
Be Professional
Even the most ridiculous customer support requests must be met with professionalism and warmth. If you’re a small business and have more of a ‘relaxed’ attitude to the way you communicate yourself, you are still responsible for providing the general public with an amiable greeting. There’s a reason ‘the customer is always right,’ is a saying that has lasted for years. If a customer makes an outlandish request, thank them for their custom while communicating why granting them what they seek is a difficulty.
Other tips that need less detail are to be observant to the growing trends of demographic and sale you’re appealing to, to be willing to admit when you’re wrong and provide compensation, and also to be better every day in achieving your customer relation goals.
Even if you can’t match all the requests that come in, the public will likely see the efforts you’ve been making and thank you for it.
Milo Senalle
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