The essential foundation of good customer service is a thoroughunderstanding of who your customers are, and what it is they want fromyou. What’s the most effective way of achieving this, and seeing concrete results?
Understanding customers
Collecting relevant, accurate information about your existing customersis the first step. Looking at the goods and services they are purchasingfrom you, in what quantities, and the revenue this generates. Goingdeeper, you can look at who they are regarding personal interests,lifestyle and income. This approach also applies to potential customers,what new markets are you looking to enter?
Everyone will have their own idea of what constitutes acceptablecustomer service. This is also affected by the type of industry you areoperating in, and the price levels you’ve set. Consider what you’rewilling to spend on market research in terms of return on investment.
Levels of service
A customer’s expectations will depend heavily on the level of servicethey’re paying for. Providing different packages from a basic to premiumis a good way to manage this. It gives the option of moving up to ahigher level if required and encourages new customers who are happy witha “no-frills” service at a lower cost.
The different tiers of service can be decided on by factors such ascustomer care, available hours, personalisation, as well as add-ons andextras. Be careful that these additional features and bonuses arerelevant to your industry and are something your customers are actuallyinterested in.
Falling short
Sometimes expectations won’t be met, and its important to see whereyou’ve gone wrong as an organisation before rectifying the problem. Repeating past mistakes could lead to lost business and damage toreputation. Train staff to head off these problems before they arise andemphasise the importance of quality customer service.
Having a dedicated, online customer service portal helps with theseefforts, by taking the pressure off of employees expected to respond tocalls and emails, often distracting them from other urgent tasks.
How SwiftCase helps
SwiftCase is a cloud-based business process management platform that canhelp you identify and fulfill customer requirements and expectations inan efficient and cost-effective manner.
- Automatically gather business data in real time, in one centralised system to analyse customerbehaviour
- Configure business processes for your entire range of products,including extras and add-ons
- Provide an online customer service portal, to prioritise and respond tocomplaints and enquiries promptly
Get in touch with us today, for a free, no-obligation demonstration.
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