Newsletter
May 2023 Newsletter
Mastering Customer Service in Small Business
Within our local communities, there is a growing trend to shop small. From personalised customer experiences, to supporting local family owned businesses, small business owners continue to retain customers through small business charm. One of the ways you can do this is to create personalised experiences and to focus on ensuring that customer service is your strength.
Small businesses play an important role in the economy, providing goods and services to local communities. To remain competitive, it is essential that small businesses provide high-quality customer service. Afterall, 96% of customers say customer service is important in their choice of loyalty to a brand (or company) according to Forbes. How is this achieved? Enhancing customer service in small businesses requires a combination of efficient processes, knowledgeable employees, and a customer-focused mindset.
Developing efficient processes
First and foremost, small businesses must develop efficient processes for customer service. This includes implementing tools to track customer interactions, streamlining customer communication channels, and providing customer service training to employees. By automating processes and training employees adequately, small businesses can ensure that customers receive timely and accurate responses to their questions and concerns. As a small business owner, don’t be shy to connect with clients – a quick check in goes a long way.
Empower staff to be customer service champions
Small businesses must hire knowledgeable and well-trained employees to provide customer service. Employees need to be knowledgeable about the company’s products and services, as well as customer service best practices. They should also be trained in problem-solving and conflict resolution, so they can quickly and effectively address customer issues.
Consider the customer at all costs
Small businesses must create a customer-focused mindset. This means they must strive to understand customer needs and preferences, as well as create an environment that puts customers first. This can be accomplished through feedback surveys and focus groups, as well as by giving customers a voice in decision-making.
Go from “good” to GREAT
Great customer service starts with a commitment to providing customers with the best possible experience. Companies should strive to ensure that customers are treated with respect, kindness, and understanding. It is important to take the time to understand a customer’s needs and to provide a personalised experience where possible. In summary, great customer service should be timely, accurate, and efficient.
Providing customers with options is also key to great customer service. This includes ensuring that customers have access to multiple communication channels, such as phone, email, and social media. Companies should also consider providing customers with multiple payment options and flexible return policies.
Finally, great customer service should be proactive. Companies should strive to anticipate customer needs, provide real-time feedback, and give customers a sense of control. By taking these steps, companies can ensure that their customers remain satisfied and loyal.
By combining efficient processes, knowledgeable employees, and a customer-focused mindset, small businesses can ensure they are providing the highest level of customer service. This will not only help small businesses remain competitive, but it will also help them create long-lasting relationships with their customers.