6 Simple Steps to Improving Your Customer Service

When it comes to running a business, you know you need customer service. However, just having a customer-service department isn’t enough—you have to work at constantly improving the service you provide. Online reviews say a lot about your business and they are easier than ever to post. An unsatisfied customer can instantly write a negative review without thinking twice about the impact it may have on your business.

The truth is, people don’t want to resort to calling your customer-service department. They don’t want the hassle of dealing with more people in their already overworked, over-stressed lives. When customers are forced to call or email for help, they’re already annoyed—so your team better be up to the challenge. By taking steps to improve your customer relations, you can dramatically improve customer satisfaction and reviews. Here are six easy-to-follow ways to improve your customer service.

1. Customers want you to be there

Customers expect your customer-service people to be there for them when they need help. They want to feel comfortable talking to representatives and they want the representatives to be knowledgeable. They want to know that the person on the other side of the line has active, hands-on knowledge about the product or service you provide. Put simply: Train your customer-service staff, and make them available.

2. Strive for prompt responses

If customers have to leave a message after hours, make calling them back your first priority when business reopens. Respond quickly to emails, contact form questions, and posts on social media. Customers should always receive accurate, up-to-date information about the products or services they are inquiring about.

3. Manage inventory carefully

One common complaint is that a product or service is out of stock or can’t be promptly repaired. Ensuring that you have the proper equipment and technology to handle products and services that break is extremely important. Using software to track inventory will make meeting customer’s needs easier and faster than ever before.

4. Provide your techs with the right software

If you provide your workers with the latest in quoting software, they can easily pull up the prices of products and installation and have informed conversations with potential customers. This will make it easier for customers to make on-the-spot decisions without having to wait for more information. It will also ensure that consistent information is given to every customer every time. All of this will dramatically reduce the number of misquotes—and the number of missed opportunities.

5. Provide apps for your techs

As we just mentioned, by providing the option of a mobile quote, your techs can dramatically increase your profit. Even better, if they have service-related apps, they can provide customers instant answers to nearly every potential question. When your techs can instantly track inventory, claim the products they need for a job, and log their stock, you can make tracking and ordering easier for everyone. This will also increase customer satisfaction and help you keep track of inventory.

6. Add GPS tracking to technicians’ business phones

If you run a company that relies on knowing where your technicians are or your company takes emergency calls, adding GPS to company phones is a must. When you receive an emergency call, you can easily find out where all your technicians are then send the closest technician to handle the emergency.

By putting your employees first, you are putting your customers first. When your employees have the information they need to keep customers happy, you not just increase customer satisfaction, you also increase the ratings in reviews and generate higher revenue than ever before.