Post on 20-Oct-2014
description
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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