Nowadays if you want to stay ahead of the competition, mastering the art of customer service is important. Indeed, the level of sales and your revenu depends on your ability to satisfy your customers. How is customer service a key point in the development of SMEs? The figures speak for themselves. According to a study conducted by American Express, 85% of Canadian consumers have decided not to complete a transaction because of poor customer service. In 2018, 32% of Quebecers have already shared a positive or negative comment about a company through social networks. Imagine the number of lost sales because of only one unsatisfied customer.
Here are some tips for communicating effectively with your customers.
Make communication with customers a mandatory part of your training program. In-depth knowledge of the company’s mission, its products, its service offering and its customer approach is necessary. Indeed, the correctness of your employees’ speech makes the difference between a successful approach and one which is meant to be negative for the reputation of your company.
G Suite’s new identity, Google Workspace, creates integrated communication and collaborative experiences for everyone, facilitating the remote employee training that is needed in these times of pandemic. We also advise you to ensure that your employees have access to a powerful CRM (customer relationship management software) and that they have the knowledge required to navigate it properly.
We have tested Copper CRM for you and we recommend it (more than 10K companies use it such as Uber, Booking, Remax and many others…). Copper sets itself apart by its ease of use, its automated functions that eliminate manual data entry and increase productivity. Not to mention that it is a CRM that was created for Google Workspace and therefore integrates with all the applications you use including Gmail, Calendar and Sheet.
It is important that your employees and customers do not forget about you. It’s not only about communicating when the situation is good, but also being present in times of crisis as well. A good advice? Communicate frequently with your customers and collaborators by sharing value-added content.
Good management of your Google Calendar is essential to do this. Do not hesitate to place reminders for yourself, so as to make sure you come back to the customers from whom you expect answers. You can also use the video tutorials using the recording function available in your Google Meet. Indeed, it is an excellent way to communicate useful information or to explain a procedure.
Each client is unique in their needs and the way they interact with your company. As the owner of a business, you have probably gotten to know your customers and established a bond of trust with each of them. But your employees need to keep pace and offer a personalized approach, while empathizing with every customer who expresses dissatisfaction.
We recommend that you use all the options available in Google Workplace to be the most personal, lively and dynamic in your communications. For example you can use video calls to increase proximity with your customers. Google Meet now offers the ability to intelligently separate the background, blurring your surroundings while keeping your image crisp, to reduce distractions and allow you to share meaningfully.
We know that an increase of 5% in the retention rate of its customers can increase the value of the average customer by 25 to 100%. And what will help a customer to trust you is your ability to tell them the truth and to be authentic.
At S&E Cloud Expert we strongly believe in providing a very high level of service based on human values of transparency, integrity, passion, simplicity and efficiency. For more information about us, do not hesitate to contact us.
