The best business advice, opinion, news and expertise in Greater Manchester and further afield.

Tuesday, 13 May 2014

Member Blog: Top Tips On How To Improve Customer Service

By Richard Edwards of Hired Help PA

As new members to Greater Manchester Chamber of Commerce I thought it would be a great idea to kick things off with a guest blog post.

For a small or medium business, customer service can be the secret weapon to use against the big guys. Looking after your customers can not only increase the retention of new customers but also gain referrals for new business.

Being a telephone answering service, we have seen it all – the good, bad and the ugly. Are you doing everything that you could to look after your customers? Here are our 3 top tips for making sure that you have the best customer service in your market.

1) Client Follow-Ups

Do you check up on your customers to see how they are finding your service or product?

By giving your customer a quick call to check they are getting value from your service you create two benefits. Firstly, you get to find out if there is something that you could be doing to serve your clients better, allowing you to improve how you operate. The second advantage is that new customers will be impressed that you have taken the time to see that you are working hard enough for them. It shows them that you care.

At Hired Help PA, we have a procedure to follow our clients up within two weeks of them beginning to use the service. It helps us ensure that we are doing our job properly and that our service is providing value for our customers.

2) Always Answer Your Phone

Ever spent hours on hold? Or spent days trying to get through to someone only to be met by an infuriating voicemail? If you have then you will know what bad customer service feels like.

The simple act of speaking to a human being, knowing that the business is aware of the problem or question that you have can bring much more goodwill than leaving 10 voicemail messages.

Looking after existing clients by showing them the respect of talking to a person rather than a voicemail can often turn a negative situation into a positive one. The annoyed customer becomes relaxed and the situation becomes controlled.

We are here to make sure that you get every call answered so that you never create a frustrated customer, so that they know that someone is always at the end of the phone and that they can always rely on your business, even when you aren’t personally available.

What happens if a new customer calls? Do you think they will hang around waiting for you or will they just try calling one of your competitors? If you aren’t there to get the phone you could be preventing yourself from gaining valuable new business. This is a benefit of our service that we find our customers really value – we capture their leads and even chase them up which in turn sees them grow their business.

3) Make Your Customers Love You

How can you make your customers love you? Asking yourself this simple question can lead you to doing things for your customers that you can bet competitors won’t have even considered. However small the action it can make a huge difference, whether it is buying them tickets to their favourite sports team, asking about their new car or sending a handwritten thank you note.

An easy way to help you do this is to get to know your customers. The better you know them, the easier it will be. Of course this works well for prospective customers too.

Do you do any of these in your business? If not, do you think implementing any of these tips would help your company grow?

Richard Edwards is from Hired Help PA – Hired Help PA is a telephone answering company. We make sure your phone is always answered meaning you create a professional image for your company and never miss another sale.

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