Many companies nowadays harp on how they care for their customers. Not a few of them even place it boldly as their tagline—that they care for their customers. Yet one wonders, what does this really mean?
You can do different things and take various measures to express customer service. It can be as simple as picking up the phone immediately when someone calls to going all out to resolve an issue. Yet believe it or not, you don’t have to go that far just to show your clients you care. In fact, it is so simple that even the experts recommend doing it.
We’re referring to what Sverre Hjelm of SuperOffice was referring to in his article entitled, “Great Customer Service Means Keeping Your Customers in the Loop”. The title actually sums up what he meant—you need to keep you clients informed of what you’re up at all times. What does this mean, you ask?
No, don’t worry; you won’t give out your company’s well-guarded secrets. What we’re talking about here entails something much simpler: simply let your clients know that you’ve heard their “call for help”, and are doing something about it. Still don’t get it? Allow us to explain.
When a customer calls up your contact center to place an order, for instance, acknowledge this with an order ticket as soon as possible. Better yet, deliver the order at the promised time. If you can’t do so, then at least have the decency to let them know that there will be a delay.
Yet there are times when customer care may not be a straightforward as this and may require a bit more effort on your part. Consider those times when folks send you an email or Tweet you for help. Most likely, the solution to their concern won’t come that easily and may take a bit more time to deliver. This isn’t an excuse for you to remain silent. On the contrary, you need to send them an acknowledgement reply, letting them know that you hear them and are “on the case”.
Doing so makes customers feel that that they are important to you. It shows them that you care—even with such seemingly “minute details” thrown in for good measure. And this is what makes them stick around for years to come.
So the next time you find yourself wondering how to show your customers you care for them, remember that it can be as simple as keeping them in the loop. A simple move that can go a long way.