4 Tips on Boosting Customer Service for Small Businesses

Did you know that 62% of millennials will switch brands if they receive poor customer service?

Whether you cater to millennials, baby boomers, or anyone in between, the way you respond to customers will make or break your business. In fact, 79% of people will only buy from brands that prove they care about earning their business.

In this post, we’ll provide some practical tips for boosting customer service you can start using today. Keep reading to learn more about common customer issues and how to overcome them!

1. Practice Active Listening

Behind every call or email is a real live human with a question about your product. That person needs to feel heard and understood, and that will only happen if you actively listen to their concerns.

From what they’re telling you, where are they in your customer journey map? What steps do you need to take to get them from Point A to Point B?

To answer those questions, focus on the speaker and listen to everything they say. Ask clarifying questions to ensure you understand the problem. Then finish with a quick summary so you’re both on the same page.

2. Show Personal Attention

Customer experience has overtaken product and pricing as the main differentiator among brands. In 2020 and beyond, you’ve got to offer amazing, personalized customer service.

Here are some suggestions:

• Use the customer’s name whenever possible
• Always send personalized emails and messages
• Send thank-you notes and holiday cards to your best customers
• Start a loyalty or rewards program

These “little things” may not seem like much, but they can be the very things that set you apart from your competitors.

3. Make Support Fast & Easy

You may not be able to offer one- or two-hour delivery like Amazon, but you should strive to help your customers as quickly as possible.

Start by offering omnichannel support options. Customers should be able to contact you easily via phone, live chat, email, or social media. If you can’t have support staff available 24 hours a day, make sure there’s an automatic response that lets customers know you’ll be in touch ASAP.

Strive to respond to social media questions or complaints promptly—within an hour, if possible. And if your website doesn’t already have a FAQ section, add one so your customers can help themselves.

4. Use Positive Language

The words you use will either douse the flames or add fuel to the fire. Even if your customer is very angry or confused (or both), strive to use positive language that will defuse the situation.

As an example, avoid using a phrase like, “Don’t press the red button.” Instead, say something like, “See if the green button works better for you.”

And rather than getting stuck in a negative loop in the past, try to keep your customer focused on the present. Phrases like, “That’s a good question, let me find out for you!” or “I would really love to find out more about…” shows that you’re listening and that you care.

Keep Boosting Customer Service in Your Business

In our consumer-driven world, people have more options than ever before. If your customers aren’t thrilled with your product (and your service), they’ll soon go elsewhere.

Boosting customer service is the key to creating brand loyalty. Use the tips listed above to deliver service that will make your customers smile.

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