Manage Your Online Business Better with These Customer Service Tips (9MOBILE 01096 94414 73214)
Have you ever come across screenshots on social media showing a conversation between a customer and a rude business owner? Or a case of “What I ordered vs. what I got”? Or a scenario where a business owner blocked a customer after messing up an order? You probably have.
What these scenarios have in common is that they involve poor customer service.
As a small business owner, you must remember that excellent customer service is essential to your business. You might have the best products and competitive prices, but poor relations with your customers could overshadow those and ruin your business’ reputation.
Here are some tips to help you improve your online business’ customer service game!
Always reply to messages and inquiries
Are you fond of leaving your potential customers on ‘read’? You might be missing out on great opportunities to build relationships with them and make sales. Besides, what’s the point of having a social media account if you are only going to ignore messages and inquiries?
Ensure that you reply to relevant comments and messages politely and on time. To make it easier, you can create a document listing possible questions your customers might have and supplying answers underneath each one. That way, you can visit the document to copy and paste answers to your customer’s questions, reducing the time spent on typing answers.
However, when the questions are ‘unique’, take some time to answer the questions and ask for clarifications if you are not clear.
Be Polite
Do not block a customer after they’ve expressed their disappointment and avoid arguing or insulting them, as well. Doing this could put your reputation on the line and affect your chances of getting referrals and customers. Hello, do you want to wake up one morning to see your business getting dragged on Instablog?
Give Special Offers to Your First-Time Customers
If you made a request for a product via a business’ social media page and you were offered a discount or a free order as a reward for being a first-time customer, you would be excited, right? Exactly.
You can apply this to your business. When you have a new customer, make their order a memorable one. You can give them a discount, remove delivery charges or even include a small, special gift. Your customers will appreciate you, and willingly refer you to others.
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Take and Implement Feedback
Customer feedback is essential in improving your business and its products, services and deliveries. When your customer makes a suggestion, thank them and ensure that you apply it, especially if it is relevant.
Also, when an order has been delivered to a customer, send them a message asking them about their level of satisfaction. Doing this shows that you value their feedback.
You can also share links to online forms via your social media channels periodically, to receive their feedback, suggestions, and opinions. Listening to your customers is important because they are the heart of your business.
Thank Your Customers
A business is nothing without its customers. Every order or referral plays a role in helping it to grow and succeed.
Keep this in mind and endeavour to show appreciation to your customers. Send them a sweet, thoughtful message when they make orders. If a customer tells you that they were referred to your business by another customer, ensure that you thank both of them. Doing this will leave a lasting impression.
Also, when you reach milestones such as your first 100 orders or 1000 followers, put up social media posts to show your appreciation. You can also do giveaway competitions, as well. You know we Naija people love things like that. 😂
Apologise and Make Amends When Necessary
Businesses are run by people, and people are not perfect. As a business owner, you will agree. You might reply to a message late, mix up an order or deliver an order later than agreed. If this happens, do well to apologise to your customers and make the necessary amends as soon as you can.
Also, try to compensate them for any inconvenience, by giving them a discount or a gift. If you can’t manage an issue, give them a refund and apologise.
Most importantly, ensure that you try to avoid mistakes as much as you can. Get organised and hire someone to assist you, if you can afford it.
Final Thoughts
Running a business online certainly isn’t easy. You could get overwhelmed with orders, struggle to manage your time, deal with awful delivery agents or unpleasant customers. However, amidst all these, you should strive to provide excellent services and great customer service.
Customer service can make or mar your business. Make sure the latter is not the case.
What did we leave out? Share in the comment section!
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