Customer Service: The Route to 5 Star Reviews
At some point, all of us will have worked in customer service one way or another. Whether it be your first job in retail or dealing with clients - it is all about ensuring the customer or client is left happy with the service.
However, I am fully aware this isn’t always the case. As a small business owner, it can be disheartening and easily taken as a personal dig when a customer is left unhappy. First of all, take a deep breath, grab a cuppa and read through my guide on giving a 5-star service in any situation.
Talk to them how you would in person
You may be behind a computer or phone, but if your customer was in front of you, how would you talk to them? Talk to them as you would if they were standing in front of you. It can be easy to get a bit keyboard gangster but use language, tone and calmness in the same way as you would if they were right there.
Remember, read your customers tone of voice and use this to help with conveying your message and points back to them!
Keep it simple
Try not to overcomplicate the situation and your response. Using big long words and phrases may make you sound more professional, however, it could lead to a more confused customer. Try and keep things straight to the point, and address them in a tone that suits their style. If they are all bubbly and happy, go with it!
You can also reference them back. What do I mean you ask? If they mention your delivery time and it being over this you can say:
“As you mentioned our delivery times do state 3 days, however these are subject to delays given the current climate”.
Reference their points to ensure you cover everything they have asked, ensuring you explain your answer. By doing this you help them fully understand your reasoning and any key points you have made.
Ensure your online sites are up to date!
More often than not customers or clients get in touch as they can’t find the relevant information on your website or socials. Once a week, take a look through them - have you provide all the needed information on them? I always recommend an FAQ with your most common questions. It eases the congestion in your inboxes and provides a great link to provide to anyone who asks those frequent questions.
Have a counter offer up your sleeve
If you can’t fulfil one request, why not make them an offer or give them something else? This shows that although you cannot give what they are asking you are willing to provide something else and have some flexibility.
It also highlights that you still value them as a customer/client. Even if they are being a bit of a pain, they still love your brand and chose to shop with you, so what better way than being able to offer something else and highlight what you can do for them.
Key phrases: “Although I cannot offer XYZ, I would be more than happy to..”
Need support with your customer service?
It can get very overwhelming when you have emails, DM’s and live chats all going off at once, and it can be hard to dedicate enough time of day to manage them. Don’t leave your customers hanging and hire a customer service specialist to help take the weight off your shoulders. Pop me a message at rachel@aestheticrootsva.com and we can discuss the best option to help tackle your inboxes.
