Core Principles to Improving Customer Service

The success of your business depends on the quality of your customer service.  It doesn’t matter how good your products are, if your customers feel like they are not treated properly, you will have a hard time attracting new customers and growing your business.  Why?  Because customers value their experience with a company more than the price or product itself.  In fact, they will spend more on a product or service if they receive a better customer experience.

Providing excellent customer service doesn’t have to be difficult, as long as you adhere to these core principles:

Always Be Listening.  Your customers want to feel as if they matter.  The best way to do this is to listen to them and respond accordingly.  Ask questions.  Get to know them and what is important to them.  In fact, if you listen intently and respond specifically to their needs, chances are the sales process will be more successful.

Respond Quickly.  In today’s fast-paced world, how quickly you respond to questions – and complaints – will have an impact on customer satisfaction.  It isn’t limited to one-to-one interactions either.  Social media has become an outlet for many to ask questions online, and they expect a quick response.  Not only that, everyone is watching your interaction with that person online and will judge whether or not they do business with you based on those interactions.

Address Negative Feedback.  No one likes to hear complaints – especially when it comes to our products or services.  It can feel like a personal attack and the first inclination is to get defensive.  The second is to ignore it.  Do either and you will lose business.  In fact, if you can address the complaint quickly and find a suitable solution, you will not only have a happy customer who will purchase more from you in the future, they will tell others about their experience.  Negative comments on social media are extremely important too – 88% of people won’t purchase from companies that don’t answer online complaints.

Follow Up.  One simple action that makes a significant impact in a customer’s impression of you and your business is to follow up with them.  Whether it’s a phone call, an email or a hand-written thank-you, the idea is that you really care about your customers and clients and want to make sure that they are happy with their experience.  While we talked about responding to negative feedback above, the fact is that 91% of your customers will never complain.  They just won’t make a repeat purchase – and they’ll tell between 9 and 15 others about their bad experience.  By simply following up and asking questions, you are opening a door that makes them feel like you really want their feedback and will do something about it.

There are many other ways that you can improve your customer service and grow your business.  Mastering these core principles will put you on the road to success.  Wearable Imaging is here to help.  Give us a call at 949.888.7837 or email us at sales@wearableimaging.com to set up your complimentary strategy session with our President Robin Richter.

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