These days, many companies have found out that it is more effective to separate customer service task from administrative tasks. In essence, they rather outsource customer service than mingle the task with other administrative tasks that do not allow for quality customer service. However, if you choose to keep customer service in-house, you should learn to design customer-friendly experience.
Create a Good First Impression
Customer service is not all about handling complaints and resolving issues. From the very first time you come in contact with a customer, you should do your best to please him or her. Creating a good first impression can help win back a customer when things go amiss in the course of subsequent transactions. Because of the kind gesture and pleasant experience the customer had the first time, the person can decide to overlook a disappointment in a transaction and still choose your business over your competitors’.
Determine Who Your Ideal Customer Is
You don’t have to chase everyone, it is even expensive as well as time-consuming to do so. You should sit back instead and determine who your real customers are. This way, you can design suitable customer service program to pursue, attract and retain them. Subsequently, when you design your policies, you will prioritize your ideal customers.
Here are some important questions to ask when designing your business policies;
- How fast would your ideal clients want the product?
- What benefit does the customer want to derive from the transaction?
- In what way can you help the customer achieve such benefits?
- What type of technical support would the customer want?
Prioritize Your Customers When Designing Your Business Space
You should design your office to be customer-friendly. In essence, make your business place attractive and welcoming to customers, whether it is a store or an office. Navigation around your business outfit should be easy for customers as well. For instance, there should be signs pointing to where the entrance, exit, convenient rooms, reception and different offices are. Generally, the environment should be clean and comfy.
That’s not all, you should also consider customers with disability when you design your business outfit. Customers should feel special and cared for – consider creating a special parking space for only customers.
Pay Attention to Your Prices
Also, in designing a customer-friendly experience, you should pay attention to your prices. They should be competitive and commensurate to the quality of the product. You wouldn’t want a customer to leave because he or she found out your competitor is offering the same quality of product at a better price. The customer may spread the word to others and direct them to your competitor instead.
Indeed, a well-designed customer-friendly experience will help grow and prosper your business.
Daven Michaels is a New York Times Best Selling Author and CEO of premiere global outsourcing company, 123Employee. The company employs hundreds of young bright individuals on three continents. His International event, Beyond Marketing Live! Inspires entrepreneurs to build & grow their business with revolutionary new theories and systems allowing them to design the business and personal lifestyle of their dreams.