CUSTOMER SERVICE CLOSES THE GAP BETWEEN SMES AND CORPORATIONS
Posted by Phil Robinson
Tuesday 22nd September 2009 at 12:36
If you are an SME or sole trader then you probably already know that customer service is essential to repeat business. Larger companies such as Google or Amazon envy your relationship between you and your customer. They are too busy handling the volume of new customers to afford the time and care you can offer.
It is highly likely that a relatively large number of customers have received poor customer service from large companies and a smaller company with the personal touch is exactly what they need. In fact you may find that a lot of burned customers will stay longer because of the personal support even if your products are not as beneficial. UK based businesses are increasingly appreciating being able to pick up a phone and speak to a UK specialist, they are turned off by non UK call centres who don't understand the product.
This is where text comes into its own. When used correctly it can be a powerful tool for customer service. It can help you gather and store information about your customers and their preferences, so that you can keep them informed about new developments and offers you know they will be interested in. It can also be used for 'live chat' giving your customers a direct link to support wherever and whenever they need it.
Here are some tips to improve your customer service:
A lot of SMEs are already taking customers away from large companies and some are beginning to work with other smaller companies within the same industry to oppose the larger corporations effectively.
Don't get left behind - network with other SMEs and be prepared to share information and resources to harden each other against those who could otherwise monopolise your market.
It is highly likely that a relatively large number of customers have received poor customer service from large companies and a smaller company with the personal touch is exactly what they need. In fact you may find that a lot of burned customers will stay longer because of the personal support even if your products are not as beneficial. UK based businesses are increasingly appreciating being able to pick up a phone and speak to a UK specialist, they are turned off by non UK call centres who don't understand the product.
This is where text comes into its own. When used correctly it can be a powerful tool for customer service. It can help you gather and store information about your customers and their preferences, so that you can keep them informed about new developments and offers you know they will be interested in. It can also be used for 'live chat' giving your customers a direct link to support wherever and whenever they need it.
Here are some tips to improve your customer service:
- Low paid support staff will not perform well
- Staff will treat customers as they are treated
- Understand your customers on a personal level
- Let your customer get to know you - for instance have a more personal blog and photos on about pages
- Go that extra mile
- Welcome your customers when they sign up
- Give customers the benefit of the doubt
- Do as much as you can to say yes
- Make sure your support staff are well trained and up to date
- If in doubt ask your customers - via text, email or online survey
A lot of SMEs are already taking customers away from large companies and some are beginning to work with other smaller companies within the same industry to oppose the larger corporations effectively.
Don't get left behind - network with other SMEs and be prepared to share information and resources to harden each other against those who could otherwise monopolise your market.
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