Do You Trick or Treat Your Customers?
As Halloween fast approaches, take a closer look at your customer service. Are you..
Don’t advertise special offers if you add hidden costs further along the order process like joining fees or high postage costs, it prevents the customer from trusting your brand.
Be up front with your customers, if you have increased the price of your products, changed the packaging or ingredients, tell them. Customers appreciate honesty and therefore will remain loyal to your brand.
Don’t promise what you can’t deliver. If you’re experiencing a busy period and can’t keep to the response time you have publicised, don’t leave customers in the dark; keep them updated with status of their enquiry or complaint.
Always look for the opportunity to go the extra mile. Can you suggest alternative options if the customer’s preferred product is out of stock? Can you offer them a special discount code for spending over a certain amount?
If you don’t know the answer to your customer’s enquiry, don’t fabricate an answer. Your customers look to your agents as experts of your brand, so if the question can’t be answered straight away, the agent should get back to the customer when they can answer the question.
A friendly, caring and efficient agent goes along way.