Today, consumers have access to literally thousands of retail options through e-commerce and brick-and-mortar stores. This means that when a customer is dissatisfied with your service, they can easily find another company with which to spend their hard-earned money. That's why it's more important than ever for companies to remain customer-centric and focus on providing the best possible customer service to remain competitive. So how do you increase your quality of customer service?
Offer Transparency and Visibility
When your customers order a product from you, they are placing their trust in your company to provide them with that product at the best value possible. In order to keep that trust, it is important that retailers are open and honest about their products, their orders, and their mistakes. Ensure your inventory is well managed, and up-to-date if visible to customers, that way customers know before they place an order what is available to them. Once an order is placed, allow for detailed tracking to ensure a customer knows where their product is and when to expect it to arrive.
Offer Values your customers care about
What is important to your customers will vary based on the items you are selling, and who your customers are. Do you deliver groceries to your customers' homes? If so, your customers may see same-day delivery as an important value you offer them. Are you completing a service for your customer, like repairing an appliance or stocking shelves? If so, your value may lie in effective scheduling to ensure that your customer can choose a time that works best for them. Whatever your customers need, ensure you focus on providing value to your customers.
Is it convenient?
People are busy, and the more convenience they can get, the more money they are willing to pay. Ensure your process is smooth and efficient for your customers when placing and receiving an order. It is also important to ensure that you have an efficient system to deal with mistakes when they occur. This may include a live-chat option or a service number which customers can contact for help. It may also include easy returns if applicable, such as return postage included in shipments, or convenient in-store returns.
Invest in your customers
Providing your customers with the best possible service means you retain customers, build loyalty, and attract new customers to grow your business. This means it's worth investing in improving your customer service. Software like Routeique can help you better manage your supply chain to ensure your customers are well taken care of.