The How of Business Podcast – Customer Service Episodes
Customer Service Episodes focused on helping you deliver consistently remarkable customer service at your small business:
Customer Service Excellence. How to deliver Customer Service Excellence at your small business, with Micah Solomon one of the world’s leading experts on customer service. Micah is a Customer Service expert, and on this episode of The How of Business podcast he shares his vast experience helping companies ...
Dr. Kelly Henry is a retired chiropractor turned consultant and ...
How to improve Customer Service at your small business:
Improving customer service is crucial for small business owners to enhance customer satisfaction, loyalty, and ultimately, business growth. Here are some tips for improving customer service, along with quotes from renowned marketing expert Seth Godin:
1. Prioritize empathy and understanding:
– “Don’t find customers for your products; find products for your customers.” – Seth Godin
– Take the time to listen actively to your customers, understand their needs, and empathize with their concerns. Make them feel valued and appreciated, resulting in customer service excellence.
2. Provide prompt and responsive communication:
– “The best way to engage honestly with the marketplace via Twitter is to never use the words ‘engage,’ ‘honestly,’ or ‘marketplace.'” – Seth Godin
– Respond to customer inquiries, feedback, and complaints promptly and sincerely. Be available through multiple communication channels, such as phone, email, and social media, and strive to exceed their customer service expectations.
3. Train and empower your employees:
– “Your customer doesn’t care how much you know until they know how much you care.” – Seth Godin
– Invest in employee training to ensure they have the necessary skills and knowledge to provide exceptional customer service. Empower them to make decisions and resolve customer issues independently, fostering a culture of customer-centricity.
4. Personalize the customer experience:
– “Make your product easier to buy than your competition, or you will find your customers buying from them, not you.” – Seth Godin
– Tailor your interactions with customers to make them feel special and valued. Use customer data and preferences to personalize their experience, offer personalized recommendations, and show that you understand their unique needs.
5. Take ownership of mistakes and resolve issues:
– “If you are deliberately trying to create a future that feels safe, you will willfully ignore the future that is likely.” – Seth Godin
– Acknowledge and take responsibility for any mistakes or issues that arise. To provide the best customer service experience, communicate transparently with customers, offer appropriate solutions, and make efforts to rectify the situation promptly.
6. Collect and act on customer feedback:
– “Change almost never fails because it’s too early. It almost always fails because it’s too late.” – Seth Godin
– Encourage customers to provide feedback, whether through surveys, reviews, or direct communication. Actively listen to their feedback, make improvements based on their suggestions, and communicate the changes you’ve implemented.
7. Go the extra mile:
– “Remarkable marketing is the art of building things worth noticing right into your product or service.” – Seth Godin
– Look for opportunities to exceed customer expectations. Offer unexpected gestures of goodwill, such as personalized thank-you notes, loyalty rewards, or surprise upgrades, to create memorable customer service experiences that customers will appreciate and share.
Improving customer service is an ongoing process that requires commitment and continuous effort. By implementing these tips and embracing a customer-centric mindset, you can differentiate your small business and build lasting relationships with your customers.
Resources:
Recommended Book: Purple Cow: Transform Your Business by Being Remarkable by Seth Godin
Free Download: 6 Steps to Remarkable Customer Service – how to consistently deliver remarkable customer experiences.