5 Customer Service Tips to Capture Your Audience

While having high-quality, valuable products and services can attract potential buyers, the interactions with your customer service team can be just as important. The impression of your company’s customer service may be the deciding factor for converting one-off purchases into returning customers. Don’t let this be a deal breaker for you and your brand. If your customer service approach is in dire need of a revamp, check out these 5 tips to capture your audience.

1. Deliver consistent customer service

Consistency keeps customers and this applies not only to the products and services but to customer service as well. There should be a standard expectation of customer service no matter who potential customers interact with on social media, on the phone or in person. The quality of customer service should also be the same across all customer-facing departments including the Sales, Administrative, Accounting and Customer Service Teams. , they should all have the same hospitable experience.

2. Recognize when something is wrong and find a resolution

Sometimes despite our best efforts, mistakes can happen. We’re only human. What’s important is how your brand bounces back from these issues or setbacks. Having a sound contingency plan for these instances is essential. Acknowledge when something is wrong or an error was made on the part of the company. Don’t give excuses; focus on being solution-oriented. Customers appreciate clarity and transparency. Explain to the customer what happened and the

steps that make up the resolution, along with what will be done to minimize it from happening again in the future.

3. Don’t make promises to clients that can’t be delivered

While in the spur of the moment, you may have the urge to promise the customer something that you cannot realistically deliver. It can be anything from an unachievable time frame for a product or offering a service that is not within your scope. This is setting yourself up for failure and your customer for disappointment, leading to a breakdown in trust that you’ve worked so hard to build. It’s better to under-promise and over-deliver. This will help you to keep the trust of your clients and your reputation intact while meeting their expectations.

4. Be responsive on social media

A well-rounded social media presence not only includes posting engaging, well-produced content but also your interactions with customers and potential customers. In this modern age, one negative review on social media is all that it takes to ruin your reputation. They take note of everything: from the length of time between replies, to the wording of your messages themselves. Implement an automated message that will inform inquirers about the potential wait time for responses along with supplying vital details. Make the effort to respond in a timely manner, giving detailed and courteous answers to all the questions asked.

5. Train staff to understand the objectives of the organization

All staff should know what the end goal is for the company, the products/ services offered, and how things progress through the sales funnel. Having this knowledge helps staff to understand where their responsibility falls and the importance of the role that they play in delivering the end result to the customer.

Here’s where an amazing concept called a Customer Service Promise comes in. This is a set of tangible guidelines that help define what any customer can expect from any interaction with your company and how those experiences should be delivered by staff at any point of contact.

It’s a clear, compelling, credible and concise guarantee that can help to align the mindset of each employee and inspire every decision/action moving forward – on an individual and organizational level.

After careful consideration and thorough data analysis, Media InSite’s very own Customer Service Promise will be launched very soon! We are committed to maintaining excellent customer service and satisfaction for all of our clients and this will simply take us to the next level! Stay tuned!

5 Customer Service Tips to Capture Your Audience

Suzette Bonas- Account Executive

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