Visit customer service is a decisive factor in a company's success. Every contact with your customers is an opportunity to demonstrate your professionalism and gain recognition in their eyes. Every detail is crucial, from the intonation of your voice to the quality of your response, so nothing should be overlooked.
What's more, these exchanges will influence your customers' perception of your company. Impeccable customer service raises your company's profile with every exchange. Some specialized programs are specifically designed to improve customer service levels. In this guideYou'll discover the strengths of customer relations, feedback and loyalty plans, as well as winning new customers, increasing sales and handling complaints.
What is customer service?
The main aim of customer service is to ensure customer satisfaction, so that the customer retains a good image of the company. A company's sales and profitability results are directly influenced by the quality of its customer service. Customer service can be found in a wide range of professional activities. These include receptionistsbut also sales representatives who are the key players in a company's perceived image.
However, customer service can also be deployed in other departments, such as shipping. Here are the main points your customers will take into account:
- The relationship between quality and price
- The quality of your customer service
- The level of communication
- Quality of after-sales service
- Reliability for filling order
- The level of response to needs
Take the time to understand your customers
In order to offer superior customer service, it is often necessary to take the time better understand customer expectations. Taking the time to identify the most profitable customers for your company will enable you to tailor your service to their needs so you can concentrate on them. You can also choose to treat all customer requests as a priority, but this requires more resources and commitment.
To gather information on your customers' expectations, you can:
- Record exchanges with your company
- View order history
- Use feedback by simply asking the question
- Observe changes in habits
- Study the competition
- Ask other, non-competitive suppliers
- Check which services are more successful than others
Once all this information has been retrieved, you'll need to manage it. So it's important to draw up a plan with everyone in the company, so that everyone knows what information to retrieve, and what to do with it. All this data can be stored in a database for future use.
The next step is to use this data to measure your customer service performance. You can do this by monitor various indicators as:
- Total number of complaints
- Number of contacts
- Renewed sales
- Customer feedback
- Processing time for each order
- The rate of interaction with solicitations marketing
Setting up feedback
Feedback helps to improve your communication with your customers, as well as your contact programs. It's an excellent opportunity to listen to any comments your customer may have. It also gives you an idea of the image your company is projecting.
The aim of this questioning phase is to collect as much information as possible about your customers so that you can offer tailor-made services that are perfectly adapted to their expectations. You'll also take advantage of this moment to establish a new contact and demonstrate to them that staying in touch with you on a regular basis brings them added value. positive. He'll be more likely to make time for future exchanges.
Building customer loyalty
While high-quality customer service remains the best way to build customer loyalty, it is possible to accelerate the processYou can even intensify your customer loyalty through loyalty schemes. These are programs that offer discounts and benefits within your company based on the volume of orders placed. In this way, customers can accumulate more and more benefits over time. What's more, loyalty plans can be used to catch up with a customer who hasn't been totally won over by the quality of your services.
Loyalty plans can concern various actions such as :
- Cumulative expenditure
- Fast payment
- A long relationship
- Important orders
- Recurring orders
Simple loyalty schemes include a free service on the tenth visit, or a discount voucher to be used on future purchases. The customer must want to come back, but again, the overall quality of service must be high for the plan to work.
Boost your sales with customer service
Your customers are the main assets of your business. They're much cheaper to maintain than seeking out new customers, since they've already chosen you in the past. For effectively retain your customersyou can:
- Respond quickly to your customers' questions
- Offer free products
- Offer discounts on your customers' next purchases
- Call your customers to track your sales
- Offer free, dedicated assistance to your customers
By maintaining a good relationship with your customers, you maximize the chances of them coming back to you the next time they make a purchase. You can keep in touch with them by sending out e-mails at acceptable intervals, presenting your new offers with associated discounts. However, the offer must be personalized to each customer's needs, otherwise you risk having the opposite effect of what you want. A loyal customer can generate sales for a company for several years without the need for recurring reminders.
Handling customer complaints
Like all companies, you can receive complaints for a variety of reasons. Whatever the complaint, you need to consider your customer's request with the utmost care. Contrary to popular belief, the arrival of a complaint is an opportunity. If you manage to deal with their request, there's a good chance they'll become more loyal. What's more, whatever happens, this customer is highlighting a problem that other customers may be experiencing.
For successful complaint handling, you need to demonstrate benevolenceand also take into account the details of the request, provide an appropriate solution to the problem and contact the customer in order to apologize and explain the solution you've chosen to respond to their request. A customer service that doesn't hesitate to reimburse at the slightest problem will quickly make a positive contribution to your reputation, and you'll be able to stand out from your competitors.
SADC Achigan-Montcalm: Who are we?
To help you manage your business efficiently and exploit its full potential, the SADC offers you :
- an array of management consulting
- solutions corporate financing
- and a support for collective projects.
How to find us
As a regional player, we serve companies belonging to one of the following communities from 10 municipalities of the Montcalm MRC as well as municipalities belonging to the L'Assomption RCM (municipalities of L'Assomption, L'Épiphanie and Saint-Sulpice). We also operate for municipalities in the Rivière du Nord RCMSainte-Sophie and Saint-Hippolyte.
In other words, we serve the municipalities of Saint-Hippolyte, Saint-Calixte, Sainte Sophie, Saint-Lin-Laurentides, Saint-Julienne, Saint-Esprit, Saint-Roch-Ouest, Saint-Roch-de-l'Achigan, Saint-Liguori, Saint-Alexis, Saint-Jacques, Sainte Marie-Salomé, L'Epiphanie, L'Assomption and Saint-Sulpice. However, the municipalities of Repentigny and Charlemagne are not eligible for our financial assistance. Our offices are located at 104, rue St-Jacques in Saint-Jacques.
We believed in their project and they put their trust in us.
Since our creation in 1992, we have supported a large number of entrepreneurs in their business transfer, start-up or growth objectives. These include :
Solnor EnvironnementSolnor Environnement is an expert consultant for contaminated land and geology. Solnor Environnement's core business is the management of projects with a geological component, the analysis and study of soil and water, their decontamination and the environmental analysis of sites.
Lait de poule inc. the maternity and nursing specialist in l'Assomption, offering clothing and textiles for pregnant women and textiles to facilitate breastfeeding.
Brasserie L'Apothicaire of St-Jacques de Montcalm, whose mission is to support an ecosystem of regional microbreweries, and to help and contribute to the emergence and development of local players offering products of excellence.
The integration company Job Access Buffet whose core mission is to provide a gateway to the job market in the catering sector.
While these players belong to a wide variety of economic sectors, the fact remains that our approach, which focuses on the local level and on serious, well-thought-out support tailored to their objectives, has contributed to these successes. success stories. Behind each of these entrepreneurs was a ambitious project, and we are proud to present their success..
SADC can help you develop your business. Call on our team to bring your entrepreneurial projects to fruition.
