The importance of good customer service cannot be overemphasised. The quality of customer service can greatly impact on a brand’s image, either positively or negatively. Some entrepreneurs are failing to understand that they are not really in charge when it comes to quality delivery in customer service.
In Nigeria, so many companies have not trained their employees on the impact of good customer services in a company. 8 out of 10 people complain about poor customer services in Nigeria. But how can we change this?
THE STAFF :
As an entrepreneur, you should start by treating your workers the same way you want them to treat your customers. So many entrepreneurs care more about their products and services than the producers and marketers of these products.
When you don’t cater for your staff, the lose interest in the business and treat the customers or clients the way they deem fit.
Richard Branson, a business magnate was very apt in his famous quote: “The way you treat your employees is the way they will treat your customers.”
This clearly means that, to have happy customers, you need to have happy staff as well. You shouldn’t expect all hands on deck in your company when you haven’t provided them the right tools and motivation to deliver their duties effectively.You won’t have happy customers if you don’t have happy staff.
Customer Service Training:
Successful companies round the world mostly achieved that feet due to good products and services plus a good customer service. These companies train each staff on what a good customer service is about and how to treat customers/clients.
Get to know your customers:
Every customer/client wants to feel important when relating to their service providers. Try and relate with them, reply their messages on your social media accounts as well. And that way, the customers feel appreciated on their inputs to the company.
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Be Responsive:
Most customers appreciate when they are being attended to immediately. Responding to their messages, complaints etc. Most customers take quick responsiveness personal. They will definitely come back for your service again and recommend to friends. If customers are not satisfied, they give poor feedbacks both online and through words of the mouth. Jeff Bezos, the CEO of Amazon once said, “If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.”
Take constructive criticism and negative feedback seriously:
Even though nobody likes to be criticized, it’s sometimes unavoidable. The negative feedback is important for the growth of your company. Addressing the negative feedback shows customers that you care about their issues and ready to make amends. It shows that you value the customers and this will increase customer loyalty.
Therefore, instead of getting demotivated, use the feedbacks as an opportunity to turn your customer’s experience around.
Ensure to ask your customers how you can treat them better:
Some companies have neglected this part of customer service which is very important, especially for growing companies. Ensure that from time to time, you get feedback from customers on what you can do to improve your product and services. Most customers will rather remain loyal to brands that continuously make improvements to meet their customers’ needs.
In a nutshell, a good customer service is really just about keeping your customer happy.
