Customer service seems to be a word bandied around a lot these days, but what does it really mean for you and your business?
To be able to offer a superb customer journey, you need first understand your customers and what they really want. You then need to build your customer journey around these wants and needs. This will give you and your business confidence that you are meeting your customers needs and they are going to return.
It is expensive to win each new customer, therefore it makes commercial sense to retain your customers, offer excellent service and resell to them time and time again. If you are truly offering them what they need, combined with excellent customer service then your business will also benefit from your customers selling your business for you through referral and good word of mouth.
Some of the questions you need to ask yourself is;
- How many of your customers are repeat buying from you?
- How do you measure customer retention?
- How do you measure customer satisfaction and what do you do with the results?
- How many customers are referred to you from existing happy customers?
The marketplace is incredibly competitive at the moment, and customer service should be at the forefront to help you stand apart from your competitors. You need to make sure you know what the best way to serve your customers is. If you don’t, we can help.
We offer simple but effective tailored training that will focus on the points that are affecting your customer feedback scores, or gaps in your teams’ knowledge. We will close those gaps by providing your team with the skills that will drive performance and deliver an exceptional experience for your customers.