5 common small business customer service fails
Post on 20-Oct-2014
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Great customer service is an important element of any successful business. But for small businesses, it’s absolutely critical. Large companies have many resources at their disposal to build an image and make sales, including dedicated marketing teams, branding consultants, and large advertising budgets. But small businesses rely on repeat customers, word of mouth, and referrals for the bulk of their revenue. Many small business owners don’t even realize that they’re providing inadequate customer service. Not only does this hurt their bottom line, but it also puts the future of their business in jeopardy. This presentation summarizes 5 of the most common small business customer service mistakes. For more details, please read the original post at http://www.continentalmessage.com/blog/5-common-small-business-customer-service-mistakes.TRANSCRIPT
5 Common
Small Business
Customer Service
Fails (and how to fix them)
“The customer
experience is the
next competitive
battleground.”
Jerry Gregoire, CIO, Dell Computers
Customer service is critical to
small business success, and the
competition is fierce.
Avoid these mistakes and you’ll
be on the right track to winning
the battle for customer
happiness.
Mistake #1: Being Hard to Contact
Too many small companies are hard to reach. Keep your contact information readily
available on the web and make it easy to contact you.
Mistake #2:
Slow Response Time
Modern consumers expect immediate
gratification.
That may not always be possible, but your
aim should be to respond to customer
inquiries ASAP. Don’t make customers
wait.
Mistake #3:
Neglecting the
Telephone
Many consumers still prefer speaking to a live person by phone. Make sure someone picks up.
Read More: Small Business Customer
Service Call Centers in 2014
Mistake #4: Failing to Train Staff
At small businesses, most employees will have some level of interaction with customers. Make
sure everyone is trained to handle these common interactions.
Mistake #5:
Not Asking for
Feedback
Feedback from customers is valuable
information.
Most won’t offer it, so you need to ask
how you’re doing and ask them to rate
their experience.
Conclusion:
Focus on these basic areas and thrive
1. Make it easy to contact you
2. Respond quickly
3. Embrace telephone customer service
4. Train your staff to handle customer interactions
5. Ask for feedback and continually improve
Read the original blog post at:
http://www.continentalmessage.com/blog/5-common-small-business-customer-service-mistakes
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