Regardless of the size of your company, it’s always a plus to commit to exceptional customer service as this can greatly influence client retention.
Your clients have to like what you do. They have to feel good about how they feel they are being treated. This is critical to customer experience. How then can you leverage exceptional customer service to keep your clients coming back? Below are a few things you may consider doing;
Your Word Is Your Bond
It’s always better to commit to your promises.
Meeting deadlines and delivering on your word should be a priority for every organization. This will go a long way to influence how your customers perceive you to be as far as honesty and reliability are concerned. The best thing is to only make promises you can keep. You should not promise heaven on earth only to under-deliver on your promise. Your word should be your bond if you want the best service experience for your clients. And this experience will be vital to deciding whether they continue to do business with you or not.
Knowing What’s Involved Before Making a Commitment
You should always ensure clarity with customers before the money is involved. Don’t try to act all too expert by throwing around jargon without clarifying critical areas of the project to the client. Clients have to be sure of what they expect so they don’t get disappointed at the end of the project.
Define Your Boundaries
Customer service doesn’t have to be 24/7, especially for small businesses.
It doesn’t hurt to let clients understand when you can and cannot be available. You have to be clear about this so your clients can respect this boundary. Rather than burden yourself to fail at some point, this will help you maintain customer service consistency and efficiency.
Take Responsibility for Your Mistakes
You should always take responsibility for your shortcomings rather than go silent when you’ve made a mistake. Own up to your mistakes and discuss how you’d resolve whatever it is with the client.
Not one person is immune to mistakes. You should remember that you’re a human being, just as the client is, too.
Don’t Promise the World
It makes sense that you want to outdo the competition.
But it would hurt your brand and business to promise the world and not deliver on your word. You should only commit to things within your control so you never fail to meet customer expectations. While it may seem somehow to only promise on what you can deliver, you’ll find out that this guarantees the highest levels of customer appreciation.
Bottom Line
All of these things would help you improve your customer service for client retention.
This is important when you consider how expensive it tends to be for most businesses to acquire new customers. Selling to loyal customers, however, is much easier and less costly, as well.
If you care about client retention, excellent customer service should be a key priority for your business. One Contact Center can help you revolutionize your customer service with less effort and costs for you.
One Contact Center offers email, live chat, call center, and outsourcing services that will help you turn your customer experience up a notch. You don’t have to worry about keeping a full time in-house team to service your customer’s needs. OCC can help provide quality service for your clientele.
