Customer service is crucial for good customer relationships

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Good customer service is crucial for you to succeed in sales and retain existing customers, no matter how good your product or service is. Today, it is increasingly common for customer service to be the factor that determines whether a customer chooses one company over another. Therefore, for your customers to choose you, you need to reassure them that you offer more than just a service or a product. You need to give your customers a full experience. And not just any experience, it needs to be world-class customer service.

What is good customer service?

Good customer service can look in different ways depending on the industry, business concept, and what you offer your customers. In general, however, it can be said that good customer service meets, and preferably exceeds, the customer’s expectations – regardless of the above factors.

When it comes to customer service, it’s the overall experience that counts. This goes beyond how the customer experiences a product or service. To succeed in providing world-class customer service, you need to meet the customer’s needs at all levels. This includes ensuring that your company has the right skills, outstanding service, and easily accessible support.

Good customer service can prevent your customers from pulling out of the deal

Good customer service can create trust, which in turn can lead to loyal customers who stay for a long time. Let’s put this in relation to the impact a negative customer experience can have. A customer experience study shows that 67% of customer abandonment can be prevented if the customer’s problems could be solved the moment they are discovered. In addition, a survey conducted in 2020 in the United States shows that 40% chose to stop doing business with a company after receiving poor customer service.

So, it is not enough to offer the best on the market. You also need to make sure that your customers have a great experience from day one onward.

Tips For World-Class Customer Service

Here we have collected some good tips on how to give your customers the best possible experience. The fundamentals can briefly be summarised as:

  • Great customer service = long-lasting and healthy relationships
  • Meet and exceed customer expectations on every level!
  • Bad customer service will lead to churn
  • Listen actively, be personal, and adapt to the customers’ needs
  • Consult a specialist to hone your employees’ skills

Understand what your customers actually are

To provide good customer service, you need to understand what your customers need and want. Consider the following questions to better understand your customers:

  • Who is your customer group?
  • What do they need?
  • What do they want?
  • How can you exceed their expectations?

By understanding this, you can work proactively with both customer service and other areas that can have a direct impact on how your customers’ experience works.

Listen to your customers to understand what good customer service is for them

It’s one thing to try to understand who your customers are from an outside perspective. It’s quite another thing to understand the customer’s perspective. Listening to the customer is not only something that helps customers feel heard and understood but is also crucial to understand how they experience your company’s customer service.

Therefore, use customer feedback to develop your customer service. You can use positive feedback as a starting point to build routines around how your company treats customers. Any negative feedback can be used as a starting point to improve the customer experience.

Understand how your competitors work with customer service

You can gain a lot from understanding how your competitors work with knowledge. For example, you can use your insights as inspiration and reference points for customer service in the market.

The following questions will help you understand customer service in the industry in which you operate:

  • What are your competitors doing to achieve good customer service?
  • Are there any expectations of your target audience that your competitors do not meet? And if so, can your company find an effective way to meet these?

Don’t promise too much

No matter what you promise your customer, you should be sure that you can solve it. It can be anything from giving feedback on a certain day to products you sell meeting the customer’s needs.

This is a balancing act – to exceed the customer’s expectations, you may sometimes need to go the extra mile and promise something out of the ordinary. However, if you promise something, the customer will expect you to keep it. Broken promises can hit hard.

Find a way to communicate effectively

Having good communication is essential – it’s old. The difficult thing, however, is that good communication depends entirely on who you communicate with and what you are going to communicate about.

In short, you simply need to communicate with your customers in a way that is ideal for both parties. Good communication in the store can be, for example, clear price labels and staff who guide the customer through the store’s assortment. In B2B,  it can instead be continuous status patterns and needs analyses.

To find out the optimal solution for each individual customer, it can therefore be good to understand:

  • What do you need to communicate about – the customer’s needs, status, development opportunities, price, etc.?
  • How do you communicate most effectively with each other – email, video calls, physical meetings, etc.?
  • How often do you need to communicate – when needed, once a week, once a month, etc.?

Optimize routines and workflows to get more time for good customer service

It is difficult to provide good customer service if the workflow or work environment is not optimized for it. Therefore, think about what you need to provide the best possible service.

Try to see the bigger picture. Sometimes a company needs to review an entire internal structure. For example, it can be to implement a new CRM system that facilitates manual and time-consuming work. In other cases, it may be enough to adjust existing solutions, such as setting up clear guidelines for how complaints should be handled effectively.

By optimizing routines and workflows, you can spend more time on really good customer service.

Share experiences with your colleagues

You and your colleagues are most likely sitting on a lot of good experiences and tips when it comes to customer service. Therefore, feel free to set up regular meetings where you can share these with each other. In this way, you can both inspire each other and give good tips on how to handle difficult situations.

We help your company provide world-class customer service from day one

We at Salesonomics know how important the first contact with a customer is. For us, the first contact is not about selling, but about understanding the customer and finding solutions for their needs. This applies regardless of whether it is complex B2B sales or transactional sales B2C.

Our in-depth courses in sales training and strategy development are therefore designed to make your business so interesting that it will be difficult for customers to choose other alternatives. We place great emphasis on understanding, solving, and following up with the customer – all to provide unbeatable customer service from day one.

Book a meeting with us and we will tell you more!

Simon Blanche

Simon Blanche