If building a successful business is your goal, then you have to do more than just sell. You have to make customers love your business and stay loyal to your brand. And once that happens, customers will buy from you, not once but repeatedly.
Every day hundreds of customers express their love for brands on social media. These posts show that, in most of the cases, excellent customer support swept the customers off their feet. Quick replies, kind words, patient support reps, and many more simple factors create magic moments for customers to fall in love with the business.
If you want to help your customer support team create such magic moments, then read on to know how:
Build a relationship: Polite and friendly customer support conversations have a considerable potential to build a loyal customer base. Customers enjoy the personalized human interaction and remember the experience. So, train your team to start a friendly conversation and build a good rapport with customers.
Show that you care: When customers reach out to support team, they want to know that the person listening to the problem genuinely cares to solve it rather than reading out from scripts. A few simple things such as attentively listening to the customer’s problem or dialing back when the call gets disconnected, empathizing with customers, keeping them informed on the progress of the issue creates trust and eventually into love for your business.
Be patient: When customers call support, in most cases, they are frustrated and have a ton of questions. But when your support team is patient and helps in solving the issue, even an angry customer can turn into a fan.
Resolve issues in time: Nothing delights customers more than a timely resolution. The quick resolution shows that you respect customers’ time and effort. Have a system in place to prioritize cases and set resolution time for cases at each priority level. Also, make it easy for your support team to reach out to other team members to resolve the issue without unwanted delays.
Go above and beyond customer expectations: There are times when customers make a mistake and turn to your support team for help. Such situations provide a perfect opportunity to blow your customer’s mind and sow the seed of love for your business.
In what other ways have customers fallen in love with your business? Please share them in the comments below.