Top Tips To Make Your Customer Service Sparkle

‘Excellent customer service’; all companies strive to achieve it, but sometimes the details can get lost in translation. It has been said that it costs five times more money to win new customers than it does to keep existing ones, so it’s important not to lose loyal custom through oversights or carelessness. Good customer service is all about bringing customers back and to do this you have to send them away happy - happy enough to pass positive feedback about your business along to potential prospects, who in turn could become repeat clientele.

At Easistore our customers are our number one priority and we pride ourselves on the way that we treat them, so here are our top tips to really make your customer service sparkle.

Make sure your service is personal to your customers; this can be anything from knowing your customers by name, to providing a bespoke service that is individually styled to accommodate their needs. If your service has many different elements to it make sure that you always have someone ready to give reliable, honest advice about what will suit your customer’s requirements – always have their best interests at heart rather than a fast sale.

Customers want value for money so, wherever you can, try to help them to save their pennies with a cost effective service. By adding small extras to your service you can not only save them money, but also their precious time and effort – making your service much more desirable. These extras don’t have to break the company bank, any small gesture of good will: replacement parts, free hiring of materials or even just attractively packed products or services will help persuade your customers to return.

Giving quick responses to queries is an essential part of good customer service; there is nothing a customer will hate more than having to wait, especially if they are enquiring about a problem. Always remember; in the time you take to get back to a potential customer is the same time it takes for a customer to look for your service elsewhere.

It is also an idea to have all the products or services that your customer may need readily available. At Easistore we have an on-site retail shop selling any packaging material our customers may need at excellent prices, this ensures that they do not have to waste any time or money travelling to pick up supplies they may have forgotten during the stress of packing. If a customer has to navigate away from your service because you don’t provide them with the essentials that they need, there is a strong chance that they will not return. The competitive pricing of the materials also demonstrates we’re interested in making the experience easier rather than more expensive.

We all know that sometimes things can go wrong; mishaps can happen but it is the way to deal with them that is crucial. Within a large business, blunders can lurk at every corner but the important thing is not to panic. Instead make sure that you deal with the problem quickly, calmly and effectively. It is important to keep the customer up to date with the
progress of finding a solution and keep them as happy and comfortable as possible. If you can’t fix the problem personally, politely direct the customer to someone else with more experience, who can help. Invest time in scenario planning and establishing processes and escalation hierarchies for your more common potential enquiries. This will ensure everyone in the team knows how to deal with enquiries quickly and efficiently.

By: Paul Glenister

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Self storage Kent specialists, Easistore implement all of the above into our service on a daily basis, but finally, our #1 top tip is to always ensure that your customers are dealt with in a friendly and helpful manner –remember, a smile can go a long way!