Question

5 points on consumer services

Answer 1

1. Availability

One of the most annoying things is having to wait a long time to get a hold of a customer service rep. When it takes more than 2 business days for them to respond to your email, it’s very disappointing. Unless you have a company with a big call center, you probably won’t have to worry about your customers being on hold for too long. But, when customers leave you a message, you need to make sure that you get back to them within 24-48 hours. That rule goes for email too.

2. Level of Attention

As a small business, you can afford to pay extra attention to your customer’s needs. In fact, good customer service is one reason why people opt to do business with small companies. It is very important for you to realize that a big factor in growing your business is tending to your customers better than any other company can. At the end of the day, your customers should want to continue business with you.

3. Responsibility

It seems to me that companies don’t take responsibility for their actions anymore. This means that it is more important than ever to build a reputation as a good company and admit when mistakes are made on your end. I have learned the hard way that you should always admit when your wrong. And if you have employees, sometimes you’ll have to take the blame on their behalf.

4. Process

The way you handle customer questions or complaints is very important. You have to make sure it’s easy for you customers to get in touch of you. I typically recommend that companies have both a contact form and their contact info on their website. This makes it where your customers can email, call, or send you a letter (yes, some people still send letters.)

5. Quality

This one kind of sums up all of the above points. But, if you take away anything from this post, you should remember that the only way for you to build a business that will last is through a solid customer service program. Remember these highlights: