If everything is equal online — customer service is what will set you apart and above your competitors. Stop for a second and think about the companies you love doing business with. Your satisfaction boils down to not only their processes but their service levels.
When customers feel special, that their business is of value — that's when customers will fall in love with your business. That extra personal touch, an email they didn't expect, or a freebie in their package. Above and beyond.
Everyday Generic Customer Service Won't Cut It
So what exactly is generic customer service? Doing the bare minimum.
- Answering inquiries when you get around to it.
- Your shipping, returns, TOS policies are available in detail on your website.
- Not paying attention to details in your website content and business processes.
- Your website does not include the info and tools to make doing business with you easier than your competitors.
- Templated email responses that do not address customers specific requests.
- Putting everything technology allows on auto-pilot.
- Communications that do not reflect professionalism and credibility.
By operating in the above manner, you are nothing special. Nothing to brag about.
You need to stand out to be viewed as exceptional. You stand out by providing unmatched Customer Service.
Surprise and Delight with Customer Service
How do you surprise and delight your customers? Not by being the cheapest. By being prompt, professional, and personable. Cater to your target market, knowing what they want and then giving it to them X10. Over over-deliver.
How to make customers fall in love with your business?
Outstanding Customer Service Encourages Loyalty
Do all of the above, and your customers will be downright giddy. They will talk about how much they love doing business with you to anyone who will listen.
Online, more times than not, customer service levels are inadequate, sludge slow, or plain old non-existent. Or, when you do get a response, the response is a template and doesn't even answer your specific questions or concerns. If I had a dollar for every time that happened to me.
Prompt, Professional and Personable
Not everything should be put on auto-pillot. Just because you can automate doesn't mean you always do.
By doing so, you risk missing that elusive opportunity to connect and impress with current or potential customers personally. So instead, plan your customer service journey step-by-step, so you don't skip a beat.
Work towards offering unparalleled customer service at every level. Do whatever that takes. Doing so will be to your advantage, and you'll stick out like a sore thumb (in a good way) and reap the rewards. That's called more business.
How can you make your customers fall in love with you?
At your service,