Customer service is the delivery of outstanding service prior, during, and even after a sale. The perception of such dealings depends largely on how well employees can adapt themselves to the client’s personality. If this is done effectively, then customers will feel as if the business as a whole is giving them excellent service. If the attitude is too uptight, the sales will suffer. However, if the employees have a good attitude, then they will be able to create a positive impression on the part of their client, which is always a plus.
In order to have a successful customer service program, there are several factors that need to be considered. For one, it should be made very clear to the sales team that pleasing customers is key to overall growth. It’s not enough for a sales person to give great presentations. They also have to walk the walk and talk the talk, as they’re the face of the company, on a daily basis. Every interaction they have with a customer is an opportunity to demonstrate the kind of customer experience that will please and excite the future clients.
In fact, one of the keys to customer service success is understanding what drives your customers to come back again. Most companies make the mistake of focusing their attention on just the end result – the product or service. Although these things are extremely important, a customer experience that starts with the way you treat the people in the store is more likely to lead to a person coming back time again.
One way to help achieve a good customer service experience is through using social media. There are a lot of different social media platforms out there today, but Facebook and Twitter in particular, seem to deliver a good overall experience. Social media allows people to show off their homes, their businesses, their friends, their pets, their lives – and all of this in a way that’s easy to read, easy to follow and interesting to everyone else. Because it’s all about socialization, a place where people can express themselves and build relationships, good customer service experiences are almost guaranteed if you use Facebook and Twitter correctly.
To begin with, there’s a very good chance that you already use Facebook and Twitter to interact with your customers and your peers. In fact, Facebook and Twitter are probably the easiest ways for businesses to market to their current customers as well. So, whether you’re communicating with a single customer or sending a sales announcement to a whole group of them, you need to make sure that you’re using all of the features that both social networking sites offer. A good customer service strategy starts with knowing which posts on Facebook and Twitter are going to convert into sales. This is a good way to know what content to focus on in order to get better customer service experiences.
Another thing to think about is that when you send out messages to Facebook and Twitter customers, you have to be aware of the differences between direct and indirect communication. Some people respond better to emails, while others respond better to tweets. There are also different response times – some people want their news right away, while others will be fine with waiting a day or so. By taking these things into consideration, you’ll be able to set up your customer service strategy in a way that will increase your customers’ satisfaction.
