The importance of good customer service in times of COVID-19

Currently, and due to the economic recession and the crisis that the country is going through, we know that sales in a company tend to suffer, and above all, the struggle to stay on its feet and stand out from its competition is important. To avoid an aggressive impact on companies, they have had to reinvent themselves, but in many occasions, we worry too much about innovating and forget what will really attract your customers: a good customer service.

Having an excellent customer service is one of the most important pillars for your business to make the difference and stand out from your competition, this can make a customer lean towards your company or your competitors, but we do not say it, in a study conducted in previous years by Accenture revealed that more than 65% of consumers decide to change companies due to poor customer service, and more than 80% decide to pay more for a product to have a better customer service. 

Therefore, it is obvious that customers are a valuable source that allows your business to grow and improve, and if this source is good, you will be able to get direct feedback from your customers such as ideas for improvements, constructive criticism, comments, requests and more. Satisfied customers are the most interested in your company's continued growth and innovation.

Apply some tips to improve customer service.

What can you do to improve your business?

1.  Appropriate customer service skills.

First and foremost, the first thing you need to do is make sure your team has the skills to meet your customers' needs. No customer is the same as the other, so the adaptability is crucial to be able to respond positively to any surprises that may arise, in addition to having empathy, patience y proof to deal with cranky customers, angry customers, and more, and to be able to offer you the same quality service every time.

Make sure they convey exactly the message you wanted to convey communicate clearly and using a positive vocabulary and in good spirits, so you can be sure that there will be no confusion. are informed This is because customers depend on your knowledge of the products you offer, and above all, that you are not afraid to say that you do not know about a subject, buyers appreciate the honesty and effort to provide them with the right answer.

Teamwork team with customer service skills.

2. Service strategy.

Make your customers feel that you are dealing with real people, not automated responses or FAQ links, use social media to your advantage by posting photos, responding to comments, but above all give your buyers the opportunity to communicate, this will help your customers feel important within the community.

The customer's satisfaction in being served can increase your sales.

3. Ensure that your employees are committed.

One thing is for sure, if your customer service department is not committed to your business, they will probably not provide good personalized attention, so it is important to improve some internal situations that affect the success of your company. Do not forget that your employees are internal customers of your product or service, so it is important that they feel comfortable and committed to always provide good service.

Direct customer service.

As you know, the importance of quality customer service is crucial to your business, but what benefits will your company gain from customer satisfaction that they will get good service?

1. Attracting new customers is more difficult than retaining existing ones, so good service will give you greater loyalty from consumers, clients and customers.
2. It increases your sales, in addition to being more frequent as customers are more willing to buy.
3. A clear differentiation between your competitors and your business.
4. Your company's image and reputation are enhanced.
5. You will have fewer complaints and claims, and consequently, lower expenses.
6. Improve internal relationships among your staff, since everyone works under the same objective.
7. Increases market share for your business.
8. You get positive word-of-mouth about your business, which opens more doors for your company.

Customers always expect your employees to provide a good customer service.

Don't forget that people always expect good customer service regardless of whether you have direct customer service or through social media or some other means. People will always come to feel frustration when their expectations are not met.

Competition among companies is increasing, so it is essential to expand your competitive advantages to keep your business "in the game", being the quality customer service a key point to be always among the preferences of consumers in these times of crisis. Do not hesitate to take into account these tips, and if you want any advice on marketing, customer service in your different social networks and more, we are here to serve you.