Most Nigerian businesses today do not pay a lot of attention to their customer care ethics, and most do not even bother to follow up after getting paid for the products or services they’ve rendered.
After all they’ve gotten paid so it doesn’t really matter anymore right?
Customer care should be at the heart of your business if you want to build customer loyalty and bring in new business.
How important is customer care?
It’s absolutely vital, particularly in difficult economic times. The old adage that the customer is always right is more important than ever.
SMEs, in particular, need to distinguish themselves from their competitors in order to retain and attract new customers. You can’t place too high an importance on service.
People buy from people. If they’ve had bad service, a customer won’t go back, or refer anyone else. Business-to-business firms can lose sight of that.
They often see clients as demanding, and complacency sets in. You have to think how you can make a client happy.
Good customer service leads to customer satisfaction which can generate positive word-of-mouth for your business, keep your customers happy and encourage them to purchase from your business again. Good customer service can help your business grow and prosper.
What is a customer care culture?
You need to inculcate customer care throughout an organisation, whether your firm is a one-man-band or has lots of staff.
Very few small businesses have a customer care policy because they probably think they don’t need one, however, you only need a few guidelines to make a big difference.
The first point of contact at your firm may be a surly receptionist who doesn’t even look up when someone comes in. There has to be a company ethos.
Staff must be trained and they must think that their job is important and that they are valued.
The role of staff in customer care is paramount and you have to engage members of staff in the customer care process.
Ask them for their ideas and make sure they are fully equipped and educated enough to act if there’s a complaint.
Staff can have a massive impact on service, whether they have face-to-face contact with customers or are involved in dispatching goods. To get the most out of your staff, they must feel valued.
They need recognition that they’re doing a good job. It’s easy to become complacent and think that if your staff are doing their job, well – that’s what you pay them for.
Your staff, meanwhile, are working their socks off and wondering why they don’t even get a thank you.
How can you find out what kind of service customers want?
Ask them! People like to be asked. Don’t be afraid to approach customers and ask for feedback. Ask them what else you can do for them. Do a survey. If they respond, send them a thank you, such as a voucher or discount. Tell customers that you respect and value them. And, if you’re losing customers, ask them why they have left.
Also, it is very important to ask customers after they’ve gotten their goods or services what they liked or didn’t like about it, what they think can be improved on and if they’ll be coming back.
It makes them feel important, and who doesn’t like to feel important?
Here are some tips that can help to improve on customer care.
Know Your Product or Service
In order to provide good customer service, you need to know what you’re selling, inside and out. Make sure you and all of your customer-facing staff know how your products or services work.
Be aware the most common questions customers ask, and know how to articulate the answers that will leave them satisfied.
Be Friendly
As they say, customer service starts with a smile. When you are in a face-to-face situation, a warm greeting should be the first thing your customers see and hear when they ask for help. And even when handling customer service requests via telephone, a smile can come through in your voice, so make sure you’re ready to be friendly. If not, you probably shouldn’t be interacting with customers for the good of your business.
Say Thank You
As funny as this sounds, a lot of people forget to say thank you!
Gratitude is memorable, and it can remind your customers why they shopped at your store or hired your company. Regardless of the type of business you have, saying thank you after every transaction is one of the easiest ways to start a habit of good customer service.
Show Respect
Customer service can often involve emotions, so it’s important to make sure you and others you have handling your customer service tasks are always courteous and respectful. Never let your own emotions overtake your desire to see your customer walk away happy. Even if a customer is yelling over the phone or causing a scene, you need to remain calm as you quickly mentally think up the best way to handle the situation, or hand it over to someone who can.
Listen
Listening is one of the simplest secrets of customer service. Listening means hearing what your customers are saying out loud, as well as what they are communicating non-verbally. Watch for signs that they are displeased, while listening to what they say to you directly.
Be Responsive
There may be nothing worse than non-responsiveness to a customer who is trying to get help, resolve an issue, or find out more about what you’re selling.
It’s important to respond quickly to all inquiries, even if it is only to say you are looking into the issue and will be back in touch. Some response is always better than none so the customer doesn’t feel ignored.
Ask for Feedback, And Use It
You may be surprised what you learn about your customers and their needs when you ask them what they think of your business, products, and services. You can use customer surveys, feedback forms and questionnaires, but you can also make it a common practice to ask customers first-hand for feedback when they are completing their orders.
I wish it we’re as easy as this and most agencies actually go by these rules..nice work
Nigerian businesses be making you feel like you’re begging for their services. It’s funny how underrated good customer care is. I visited a salon in Ibadan and decided to never go anywhere else. The customer care is so Topnotch that you wouldn’t mind patronizing them no matter the cost.
I hope more business owners read this and learn