Turning Strangers Into Superfans: How Customer Service Can Supercharge Your Marketing Efforts
I want you to close your eyes and think about a bad experience you had with a business. Then, I challenge you to think about WHY the experience was so bad. Was it because the salesperson was rude to you? Maybe it was because you were dissatisfied with the product. If you had a bad experience with a company, it is likely because their customer service was lacking. Customer service is one of the most important components of any business. Although customer service alone does not create a returning customer, it is a major reason why customers will return and tell their friends and family about the business.
What Exactly is Customer Service?
There is a famous quote coined by the great Maya Angelou that states “…people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” This quote explains customer service perfectly. Customer service is quite frankly exactly what it sounds like – serving the customers of your business through your words and actions. As a business, one of your main goals should be to serve the customer in every way you possibly can. Customer service comes in many different forms, such as responding to both positive and negative reviews online or in person, answering the phone for customer questions, and assisting the customer in person. Customer service has the power to change someone’s opinion for both better or worse, depending on the quality of the service.
Like What You Heard? Spread the Word!
You may not have heard the term “Word of Mouth” marketing, but you’ve most likely been doing it all your life. When you’ve had a great experience with a business, chances are you’ll want to run to tell your friends and family about them. The same can be said for the opposite experience. Think about a time when you’ve had a bad experience and you were not satisfied with the outcome. You most likely told those closest to you about this experience as well. They say, “word spreads fast.” In the world we live in today, with social networking websites right at our fingertips, it is more important than ever to create a high-quality customer experience that turns one-time purchasers into raving fans. Statistics show that a satisfied customer will tell 4-6 people on average about their experience. So, for every one person that is satisfied, your business could potentially have four new customers! Word of mouth marketing can generate many new customers if the experience is good, but it can also turn away many if the experience isn’t up to par.
Tips and Tricks For Stellar Customer Service
Whether you’re behind the desk answering the phones or in-person speaking face to face, there are important “tips” or guidelines to use when dealing with a customer. First, always put yourself in the customer’s position. If roles were reversed, how would you want a situation to be handled? Second, make sure the customer is aware of how important they are to you and the business. Instead of the standard automated phrases such as, “your call is very important to us” use more endearing phrases like “we want you to be satisfied, so we are doing everything we can to help.” Third, remember to always strive to solve your customer’s issues. People will always remember how you made them feel. If customers feel like they are being helped, there’s a greater chance they will be patient and understanding.
Having quality customer service is something that should not be taken lightly. As customers, the people we meet and the faces we encounter can have an incredibly high impact on our opinion of a business.