In today’s marketplaces, people can easily switch between brands, products, and services at the drop of a hat, so to speak, especially if they receive poor customer service. In fact, customer service experiences are the leading factor when people are deciding whether to do business with a particular operation.
While the quality of the products or services provided does matter, most competing businesses have stepped up their level of quality. As a result, in many cases, the quality between “Brand X” and “Brand Y” is similar enough—consumers would be satisfied with either one. Before buying either one, the consumer is going to make their final decision based on their customer service experience.
How to Improve Customer Service
Take the time to identify the areas in customer service where you are currently lacking. One way to find out where your business needs attention is through customer feedback surveys. For instance, if customers are giving you low scores on their ability to call and talk to a live person, you need to address this issue. One way that is very effective for both small- and medium-sized businesses is outsourcing answering services to a qualified service like Personalized Communications.
You should also check out the top customer review sites that are popular in your area to see what customers are saying. Their feedback on these sites allows you to discover other areas where customer services could be lacking. Most sites allow you to claim your business for free, so there is no excuse not to use these as tools to help you attract and retain more customers.
In order to stay on top of review sites, you could consider retaining the services of your very own personal virtual assistant, too. Virtual assistants can perform a wide array of administrative functions and further help you identify what areas of your operations need improving.
To learn more about customizable answering services and virtual assistants for your business, please feel free to contact Personalized Communications at 1-800-606-9898. We offer a wide array of services to help improve customer service experiences for new and repeat customers.