We’ve heard the term customer service for quite some time now. Ever wondered what actually it means? It’s more than just a service. It’s how you market yourself in a way that will give you more customers and better client retention if done the right way. Your attitude towards your customers is tremendously crucial. The service and goodwill you bring to the table determine your spirit as an entrepreneur and as a company.
Apart from it, this service is about how you put your product out in the market. Here are some crucial ways that can help you in managing customer expectations.
All of us like to be treated in a respectful and human manner. Your customers feel the same. You need to be careful in customer service because many times we may displace our negative emotions when talking to customers that make matters worse. Think of a day when your boss may have brushed you off as he was very busy with an important presentation for a client. You must have felt insulted & overlooked. Realise this that it takes just one time to turn consumers away. Once they leave, they aren’t coming back.
Customer service is also about expectations. Customers expect certain standards with regards to their purchases of your product. After-sales-service is one criterion that makes a bad impression on consumers if not taken seriously. When people are buying your product, they expect it to deliver. They’ve put in their hard-earned money and invested in a product that’s been manufactured or promoted by you. Thus, they expect the product to be long-lasting resourceful. If that happens, they are content with the services and perceive it as satisfactory.
Take Their Opinion
In customer service, customers can make or break you and your brand. And for that reason, their opinion matters. So, be it print, social media, survey or phone, ask them for their feedback about your product. Talk to them about what they want. Discuss any shortcomings in the product you’ve just launched. When a customer has emailed you, it only means they are serious about your product or brand. This should encourage you to reach out to them and put an end to all their concerns.
How you handle problems in customer service is also considered extremely substantial. Not all days are the same and things do go wrong once in a while. You can’t shut shop due to these minor road-blocks. People running an enterprise is adults and accepting a mistake is what responsible adults do. So, if you are having an uneven day at the office, would you let that affect your relationship with your customers? Absolutely not! Put yourself in your customer’s position and see what it feels like to be a consumer who has valid complaints. You would want your voice to be heard. Your frustration and anger are justifiable.
However, if someone from customer service attends to you and finds an alternative to your problem, you’d be elated. That’s exactly what you have to do when consumers come up with genuine complaints.