How to Ensure Your Customer Care Goes Above and Beyond

Often when two or more companies sell very similar products or services, the differentiating factor can be customer service. Alex can choose to go to car wash A, B, or C, which are equidistant from his home. The basic car wash cost is also identical. What may set Business C above the others is how they greet Alex, if they offer a complimentary towel dry option, and if they follow up with special offers.

With so many choices at the tip of customers’ fingers, it is crucial to put in extra effort in providing stellar customer service. The key is to make the customer interactions feel more natural and well-intentioned. Here are some more ways to ensure excellent customer care. 

Let Technology Assist

One person cannot — and should not — do it all. Each person may excel in a different area. If you focus on product design for instance, let technology help you with backend tasks. You only have a fixed number of hours per day. If you are busy checking the calendar manually to make each appointment and text reminders, you won’t have time for the part of your business where you thrive. Shop around for a do-it-all small business software that can save you both time and money.

Many such software options can synchronize your social media communication and email into one place. Computer programs can set up digital payments, estimates, and invoices, so they are sent out automatically. A centralized customer database and one location for documents can allow team members to work remotely and more efficiently since there’s no need to wait on a coworker to send them files. This can also help if someone quits or is absent too. The work can go on seamlessly when you have technology to help.

Surprise Customers

To delight consumers, you must go above and beyond. Not only do they expect an accurate order shipped quickly to the right address, but they also love a surprise now and then. Say the customer ordered spaghetti and meatballs from your restaurant. Throw in a complimentary salad or breadsticks. These menu items complement the meal and add an element of surprise. Not only can this delight the customer, but they also get an opportunity to sample other items from your menu. Do add a note mentioning the freebie, so they don’t think it was an accident.

Businesses can surprise customers whether they offer products, services, or a combination. The surprise doesn’t have to cost an arm and a leg either. If the spaghetti takeout order isn’t ready for pickup, offer complimentary water bottles to waiting customers. Disposable water bottles cost just a few cents when bought in bulk. However, taking your customer service up a notch can yield a great return on investment.

Analyze Key Performance Indicators

Monitor the efficacy of your ideas with key performance indicators. KPIs can help you sift fact from fiction. You may feel people love the new beef fajita pizza because it’s your favorite, but actual sales data may show that pepperoni still reigns supreme. You can also measure customer service satisfaction with KPIs. For instance, how many points of contact did it take a customer to get a refund for the wrong pizza delivery.  Try to simplify the process. Don’t make customers jump hoops for no reason.

After the issue is resolved, send quick surveys to see how the customer service issue was handled. Evaluate how many 5-star ratings you receive for customer service. If you get a lot of 1 and 2 stars, anyone who answers the phone or responds to emails needs more training. Give your pizza store employees more power to fix smaller issues, so customers don’t have to wait on hold while they flag down a manager to ask questions.

Personalization For the Win

Whenever possible, make the interaction with your customer more personalized so they don’t feel they are just another generic order number. Address them by name and listen to their unique needs. Even in your email and text communications, technology makes it very easy to send personalized messages. An email starting off with Dear Janet may have more chances to be opened and read than a standard template.

Try to offer customer service in multiple languages too. Some customers may find it easier to explain the issue when someone speaks their language. Your business can also offer assistance for people who have difficulty hearing. Ensure your database syncs customer interactions so it’s easy to pull up each time they call. This way they don’t have to repeat the story of the misplaced order for the third time.

Excellent customer service doesn’t need to be a very elaborate process. It just needs some time and patience, so people feel their business is valued. When you believe the doctor truly cares about your knees or the flight attendant is willing to warm the baby’s milk for the third time with a smile, you can’t help but feel won over. Customer care reps are often the voice of your business. Make sure they are trained well. They can play a big role in determining if that customer will give your business another chance or not.