Customer Service Matters
When was the last time you had an amazing customer experience? What was great about it? How did it make you feel? Now on the flip side of that, when did you have a horrible experience with customer service? How did you feel during and after it? When it comes to interacting with your customers, folks notice how you treat them, how their products are packaged, and the overall experience they get when working with you/your brand. Customer service can make all the difference in any size of business and should never be taken for granted.
So what even makes for a great experience and how the heck do you do that? A good customer service experience is ultimately about meeting or exceeding the customer's expectations, making them feel valued and respected, and leaving them with a positive impression of your brand. Consistently providing this kind of experience can lead to customer loyalty and positive referrals.
Below are some factors that make for an excellent customer service experience:
Effective Communication
Whether the communication is done in person, on the phone, or in writing clear, concise, and prompt communication is important. When working with a customer be sure to listen actively, understand and empathize with the customer's needs, and provide relevant information or solutions.
Empathy and Understanding
Showing empathy and understanding towards the customer's situation goes a long way in creating a positive experience. Customers appreciate when they feel heard and valued.
Friendliness
In a past job I was a customer service agent and the tone we strived for was to be an “informed friend”. For your creative business you should be just that a creative friend that is selling their products and has so much knowledge about them. Being friendly and professional with your customers makes for a lasting positive impression.
Thoughtful Packaging
Customer service happens not only when working with customers directly but also when they open your package. Adding a thank you note, personalized branding, and putting thought into the package can go a long way. When I buy something from a maker I usually haven’t met them in person, me receiving the package is really the first time I get to experience working with them.
Consistency
Work with customers in person at a market and you chat with customers over email? Keep your service consistent between all communication platforms. Someone may have a great experience working with you in person and they expect that same friendlyness to be kept up through other communication channels too.
Proactive Support
Did you notice something wrong before the customer did? Say something, make it right. Anticipating customer needs and reaching out to offer assistance or solutions before the customer even realizes they have a problem can be a powerful way to enhance the customer experience.
Feedback Mechanisms
It make feel scary to reach out to your customers to ask for feedback but it’s so important not only to give them an avenue to express their feedback, but for you to learn what your customers think. You may be surprised what they have to say! You can use that feedback to improve your product, service, brand to make for an even better customer experience.
Resolution Ownership
When something goes amiss, take ownership of the problems and see them through. I don’t believe the customer is always right, but I do believe you can always work with the customer to find a satisfactory resolution for both you and them and you can do it in a way that is efficient.
