Technology may keep changing, but one thing that will never change is the need for good customer service. VEPAA, with our crew of expert virtual assistants, can help you provide superior service to your base of customers.
“The experience that individuals have with a company and then what they hear from friends and family influence their perception of and likelihood to do business with a company,” says Megan Burns, a senior analyst at Forrester Research.
So, how can your small business focus on and improve customer service?
Here are some key areas to consider:
Responsiveness includes two main elements: how easy you are to reach, and how quickly you respond to customer needs.
That’s why it is important that you provide your customers with multiple methods to reach you. For example, you should use email, phone, and online chat services appropriate for your particular business.
In addition, mobile services are your friends: you may be away, but you can keep your business close and continue to manage your affairs. You can set up email services on your phone to respond as quickly as possible. This will make your customers feel cared for and heard.
Focus on Community
Make sure to always be around.
Nowadays, there are many ways to be part of a community, whether physical or virtual.
Depending on the focus of your business, you may choose to take part in open houses, farmers’ markets, or local festivals. These activities will help you engage with your community in robust ways.
On the virtual side, it is necessary to be active on social media. Update your personal website, and social media platforms regularly. Look for comments from customers and don’t forget to respond. Let customers know you’re always there for them.
Online Customer Reviews
Be part of conversations happening online!
Look for what your customers say, and respond whenever it seems appropriate. If someone is unhappy, be proactive and respond. If someone is happy, thank them for their positive reviews to keep the relationship going. Check to see what your customers think about your small business on a regular basis.
Understand and Track Your Customers
Above all, it is crucial that you understand your customers, and closely monitor all of your interactions with them.
You can be more responsive to your customers’ needs by knowing who they are, when they contact you, and what types of services they are seeking. Should you have a preference for virtual solutions, you can try services like Salesforce.com, which also offers a free trial.
Alternatively, you can create your own customer service management system. You can use database programs like Microsoft Access or Open Office Base.
What do you do to ensure that your small business provides top notch customer service?
Share your thoughts about and experiences in the comments section below!