How good customer service routine can keep you sane

A few days ago, I had an experience with a new customer. She has been trying to reach us on the phone; unfortunately, we did not pick the call, and we failed to call back. She was angry and made statements that can infuriate anybody. But we were calm. We allowed her to vent all her frustrations, and then we proceeded to apologise and took her orders. It was an error on our part, and thankfully, we were patient with her. Although it was hard taking in all that attitude, it eventually paid off.

Dealing with customers can be challenging. You want to be careful because a wrong move can cost you revenue and even potential new customers. Customer service is the assistance you offer your customers or potential customers — both before and after buying and using your products or services. It is the engine room of small business owners. It is all-encompassing, and it varies from business to business. You can have an excellent product, but you need quality customer service to complement it.

Customer service is your tool for fixing your relationship with your customers. These customer service practices will keep you sane and help you build a better relationship.

1. Respectful

Every customer wants to be respected, even the disrespectful ones. When they are angry, learn to keep it calm. Don’t let them get you agitated. Make them feel they are valued, respond to them with empathy. Apologise even when you don’t have to. Do everything within your control to de-escalate the situation.

2. Responsiveness

Customers can feel frustrated when they don’t get any response from you. They call or send a message because they need answers. A study showed that 41% of emails from customers don’t get attended to, and customers hate it when you ignore them. In my case, it was a call. She required a product urgently and wondered why we were not picking up her calls. Even when you are not available to respond, I have learnt to acknowledge them and let them know when I will be available. Never ignore them or their request. I will instead give an answer they may consider unsatisfactory than ignore them completely.

3. Personalised Interaction

While you may want to send an automated reply, know that your customers are human and often want to interact with human beings. Setting automated response messages is good; at least the customer feels acknowledged, but customers desire a place for personalised interaction. 70% of customers want a personalised experience dealing with you. Interact more with them.

4. Multiple communication channels

Never be unreachable in business except you are on vacation or had to close work for important reasons. Provide different channels for customers to reach you even if they do not use it — some are comfortable reaching you through a particular channel. We asked the woman why she didn’t send a text; it seems that infuriated her the more, but we made her understand that she can try another one if a channel fails. Create different means through which a customer can reach you and inform them about it.

5. Provide adequate information

71% of your customers are not interested in talking to you if they can solve their problems themselves. Give sufficient information or resources that will enable your customers to resolve their issues themselves. It saves you resources and makes the customers happier. Remember, as a small business, with limited personnel; you will not open your customer service 24/7.

6. Consistency

Finally, there should be a standardised service practice your customers should expect from your business. The quality of the service you render should be the same no matter the situation. Normalise giving quality customer service to your customers. Don’t let your emotions get in the way.

Remember this! 87% of people patronising your business are likely to share their good customer service experiences with others. You don’t want to mess with that. Take customer service as serious as you take any part of your business.