No Drama – 3 Ways of Redefining Customer Service and Increasing Sales
Good customer service is becoming more important than ever before. Nobody has the time for extra drama in their life. From ordering a pizza without being put on hold to car shopping online, nobody likes unnecessary and prolonged delays and hassles. The more digitally advanced customers are, the more they demand. Today’s customer has higher expectations and is less tolerant of “drama”. When customer experience is less than ideal, you can be sure your customer will walk right out that door and into another store.
That’s a scary prospect but it need not necessarily mean bad news for your sales team. Consider the following three ways to eliminate the drama and harness these new expectations into new and additional sales opportunity and greater customer value.
Represent Your Business
Good customer service starts with the way your business is presented to your customer. The goal is to create a personal link with the customer that will get him to reach out to your business instead of your competitor’s. Represent your business and let your customers know you are there at every step and your brand message is true. A few pointers to achieve this:
- Develop marketing materials using the specific language and tone your customers understand. Explain your products/services and the benefit they will get in their own terms.
- Make yourself available for calls, emails and instant messaging, at their convenience, instead of holding off conversations.
- Each point of contact between your customer and your business is making an impact, whether positive or negative, in the minds of your customers. Make each contact impressionable.
- Create a cohesive and consistent brand image that has you actively involved.
- Ensure that there is no contradictory message at any point of contact – your staff, the ambience of your work space – everything counts.
The goal here is to enhances your credibility, make the customer feel more comfortable and eliminate the customer’s fear of the unknown. A few ways to do that:
- Give customers confidence by providing them with options that make them feel like they have done their homework. Identify solutions you have to the nagging little problem they are likely to face.
- Use technology, old or new, to help the client visualize and measure the end result.
- Keep it transparent. Detail the pros and cons of your product or service. A study by Label Insight found that rather than being put off by the cons or side effects of your product or service, “almost 94% of all consumers are more likely to be loyal to a brand when it commits to full transparency.”
Customer service reputation is of prime importance and definitely affects sales in the age of social media. Do not underestimate the need to establish a good online reputation through social media. First things first, here are a few things that you need to do:
- Proactively work to establish positive, active social media profiles.
- Active use of Facebook, LinkedIn, Twitter and or is the key to protecting and projecting a positive on-line image.
- Ensure that your online reputation doesn’t suffer due to the lack of proactive response or negligence of a customer’s complaint. No one likes to buy into a problem. They do not need any more drama in their life.
None of this happens overnight. These principles and how they are used and deployed must be worked into your sales and, marketing plan, taught to all your employees and executed every day! You can only take the drama out of your customer experience if you take it out of your delivery! Drop in a message or give me a call. Let me help you cut out the drama and achieve that customer service and experience that will have your customers coming back for more.