In a business environment that is increasingly faster-paced and less personal, small businesses are potentially losing a major component of their appeal: customer service. Automated systems are taking the place of one-on-one interaction, which has long been a main attractor to locally owned businesses.
At On Time Logistics, we strive to provide not just positive customer relations, but true customer service. What’s the difference? We see customer relations as a department that manages customers’ requests as they arise, whereas customer service strives to be more proactive.
Is true customer service a viable option in this technology-advanced world? We say “absolutely.” Let’s take a look at these four tips for small business to maintain positive customer service in a decreasingly personal business environment.
Never lose that human touch
The saying goes that we do business with people, not businesses. That’s still true! A company should always make it possible (within appropriate business hours, of course) for their customers to reach a real human being.
Streamline the customer service process
Have you ever called a company with a question or problem then called back the same company later and had to deal with a completely different person? Did that second person have any idea what had happened in the conversation with the first company representative?
We’d all love to say that customers never have a problem and we certainly don’t want them to continue to have a problem. The truth is, it happens. Streamline your system so that customers can receive the same level of help no matter who they reach.
Another part of streamlining the process is to make sure all employees know where to refer customers for a given problem. Have you ever called a company and been sent to several different departments before finding the person who can actually help? Your customers don’t have the time to deal with that scenario and it paints your company in a poor light. Be efficient and respectful of their time.
Have effective technology
While it’s vital to still have humans who provide excellent customer service, many people prefer to at least start a relationship with a business online. Excellent customer service includes having effective technology such as a good website and other tools that makes the user experience easy and positive. For example, our new website will soon allow customers to order next-day delivery service online. This provides an added service that lets our clients manage their business with a few mouse clicks.
Keep the customers’ needs in mind when creating policy
Sound obvious? Many companies become so interested in protecting their own bottom line that they fail to remember that happy customers are return customers. And referring customers. So, have customer-friendly policies that make your customers feel valued.
What customer service tips do you have for small business?