As an entrepreneur, customer service is one of your biggest assets. The biggest mistake any business owner can make when it comes to customer service is to assume that they understand what the customer wants.
Keep your promises
Promises are a very big deal to customers. It doesn’t matter if they’re made by a front-line representative or by the CEO, customers expect promises to be kept.
Find the tools that provide the best service
Customer tracking and service can’t be done on sticky notes, but being tempted into buying the cheapest customer relationship management (CRM) software can be just as problematic.
What you gain–if you’re willing to listen without judgement–will be invaluable.
Treat your customers as individuals
This lesson relates specifically to disagreements with customers, and it can be a difficult one to learn. Too many entrepreneurs are so narrowly focused on what it’ll take for their businesses to succeed, that they fail to notice when exceptions to established policies are necessary.
gIn our hyper-connected world, it’s inevitable that someone’s going to say something nasty about you on social media at some point. That’s just the reality of being the public figurehead of a customer-facing company.
If your company does a poor job following through on anything from promised upgrades to a cancellation policy, you’ll lose customers and public trust very quickly.
Avoid an online marketing ‘fail’
Instead, think about how to best empower your employees to give the service your customers deserve
Be available to your customers
You probably already know that having a customer service hotline that operates 9–5 on weekdays won’t cut it anymore.
Perhaps a customer is asking for something that’s against your policy.
What’s important, though, is how you handle it.
You only ever want helpful, friendly people working for you.