As a small business owner, you might have all the confidence in the world when it comes to what your business has to offer. 

But are you confident in the way you’re able to deliver your product or service?

No matter how good your product or service, somewhere out there sits a competitor waiting for your customers. Unless your customers feel that your small business is a dependable and reliable one – they might not be as loyal as you’d like to think.

Is customer service really all that important?

No product can sell itself.

There’s a reason why you need to market your product, advertise it and provide unparalleled customer support. While oftentimes business owners like to think that their product is what’s attracting customers, it’s usually just one aspect of the customer’s decision.

Exceptional customer service is key to:

  • Customer satisfaction and ultimately – loyalty and retention
  • Positive word-of-mouth
  • Opening up new revenue streams 
  • Higher employee morale
  • Better sales in the long term

3 ways to ensure your customers can truly depend on you 

  • Take care of your employees
    • Anyone who’s been on the frontline of sales will know this firsthand – the service you provide customers is directly correlated to your mood. 
    • While that’s not to say getting up on the wrong side of the bed is an excuse for subpar service, small business owners need to manage employee motivation and ensure a healthy company culture. 
    • Instead of focusing entirely on KPIs, focus on aligning employee’s goals with that of the company’s. 
  • Develop well-written templates and policies
    • Most concerns relayed by customers are similar, so it’s only efficient to implement template answers whether that be email or over the phone. 
    • Having perfect answers for every potential scenario will save time and set the bar for your overall customer support. 
  • Streamline information sharing between teams
    • One of the biggest no-nos when it comes to customer service is bouncing the blame between departments. 
    • By making use of productivity tools and ensuring transparency between teams, your customer service staff will be better equipped to handle problems, regardless of how unfamiliar they are with the issue at hand. 

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