Is your customer service all that it should be? As a long winter slowly ends, the economy (knock on wood) continues its upward trend and consumers feel the itch to spend, now is the perfect time to do some “spring cleaning” on your customer service. Here are X areas that might need a going-over.
- Staffing. Do you have enough customer service employees to handle any seasonal increases in business? Conversely, if your business slows down in the summer, plan how you’ll either staff down temporarily or use your customer service employees productively on other tasks. Also consider using downtime to provide additional training or introduce new technology.
- Technology. Speaking of technology, there are so many solutions that can help a small business provide big-company customer service affordably and efficiently, there’s no excuse for outdated systems. Spend some time examining what’s out there and how it could help your business provide better service. Also investigate whether it’s time to take the products you’re currently using to the next level.
- Website. Does your business website help customers help themselves by providing up-to-date customer service information, such as toll-free numbers at the top of every page so customers can quickly talk to a live person when needed? Popup online chat options and detailed FAQs help, too. If you have an ecommerce site, detailed information about tax, shipping and returns eliminates lots of customer service calls.
- Policies. Are your customer service policies keeping pace with those of competitors? Today, customers have higher expectations and more options than ever before. If your employees are still adhering to “That’s not our policy” attitudes, while competitors are bending over backwards to keep customers happy, you’re going to lose business. Empower your employees to be more flexible. Set limits, then clearly explain and role-play how they might handle difficult situations.
- Image. How are your customer service actions (and staff) perceived by your customers and prospects? Don’t just talk on social media—listen, too. By listening to what people say about your business on social networks and in online reviews, you’ll have the information you need to make the changes they want to see—or to keep doing more of what they love.