Cheat Sheet For Excellent Customer Experience
Tony Hsieh, CEO of Zappos once said “Customer service should not be a department. It should be the entire company.” Providing services to your customers during the lockdown is a very nice gesture that can go a long way in building a positive relationship with them.
Give Voice To Your Customers
Listen to the problems that your customers are facing and what are their expectations when it comes to you. A survey conducted by Microsoft states that 96% of the companies decide their loyalty towards a brand after looking at their customer service.
Share Your Customer Service Plan of Action
During these tough times, nothing can match the feeling of being assured and at ease. Sharing your Plan of action with your customers will make them feel secured. A Microsoft survey says that 74% of people say that brand image is directly proportional to the customer service provided.
Set Honest Expectations
Be honest about what you will be doing for the customers and how you will plan to fulfil their needs. It is better, to be honest, and real about it as it can help you and your customer to collaborate on the task.
Promotions Can Be A Good Option
One of the best ways of helping out your customer after the lockdown would be adding promotions or giving discounts to your customers depending on how the crisis has affected their business.
Share Your Story
Be a leader and help them overcome post lockdown difficulties by sharing your stories and how you fought with it. Dimensional Research states that 90% of the customers look at customer service reviews before buying a product.