10 Tips to Improve your Customer Experience

Any business that takes its future seriously should always focus on how to improve its customer experience. Your customer experience represents the primary touchpoint between your revenue and customers, so the experience you offer can make all the difference between short-lived success and true market longevity.

 

  1. 1. Understand that good customer service is a continuous learning process. Pay attention to your customer’s experience by asking where you can improve. Collect the feedback and create a monthly training and development course for your team. You can also include some basic customer service tips on active listening and conflict resolution to drive home the comprehensive customer experience.
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  3. 2. Roll out the white glove treatment. Think about this statistic – seven in ten U.S. consumers say they’ve spent more money to do business with a company that delivers great service. There is no better way to make a customer feel like a priority than old-fashioned hospitality. The Ritz-Carlton Hotel, for example, empowers its employees to spend up to $2,000 to solve customer problems without any manager approval. This no-questions-asked mentality makes the customer a priority and keeps the employees focused on their goal: delight the customer.
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  5. 3. Use technology to your advantage. When it comes to using technology to enhance the customer experience, the sky is the limit. My advice here is to think about how technology can simplify your customer’s day-to-day transactions and give them peace of mind. A customer portal is a great example of this, a centralized location for your customers to see pricing, order status, pay invoices, and more in real-time. This transparency helps create a true partnership by building a level of trust between you and your customers.
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  7. 4. Help your customers help themselves. Create content and resources for your customers. Set yourself up as the subject matter expert to give your customers the confidence to always come to you for answers. Always keep in mind that the end goal of creating this content is to educate the reader on how your work benefits their day-to-day life.
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  9. 5. Be accessible. Keep the saying “the best ability is availability” in mind. If your customer contacts you, it’s usually because they have a problem, and think you’re the person to fix it. If they can’t find you, they’ll find someone else to solve their problem.
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  11. 6. Arguing never led to anything good. The last thing you want to do is argue with an already frustrated customer. Instead, try to get a clear understanding of why your customer is frustrated and work together to find the right solution.
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  13. 7. Be adaptable. “Customer service is like a box of chocolates; you never know what situation you’re going to get.” In customer service, your days are never the same because people and their personalities aren’t the same. Always be prepared for new situations to pop up and adapt quickly.
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  15. 8. Admit you don’t always have the answer. While it may be embarrassing when a customer knows more than your service representative, getting flustered while trying to hide a lack of knowledge could cause you to lose business. Instead, encourage your reps to admit when they don’t know something and offer to find the answer.
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  17. 9. Remember that customer service is everyone’s job. According to Bill Gates, “Your most unhappy customers are your greatest source of learning.” Every company must put their best efforts at each level to achieve a higher customer satisfaction. Support should always be cross-departmental.
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  19. 10. Stick to your word. Don’t be afraid to take a short-term loss in hopes that you can win the customer’s trust for the long-term gain. Once you have their trust, your customer will begin to view your transactions as a partnership and will see you as an essential extension of their business.

 

At C.L. Services, we pride ourselves on our premier level of customer service we provide our customers. This Prosponsive® Approach has served as our differentiator in the industry for over 20 years. If you are looking for a new 3PL or a logistics partner that views you as a human, you’ve come to the right place. Fill out the form below to take control of your supply chain. 

 

Written by:
Tim Griffin
Director of Marketing & Media, C.L. Services

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