Camping Trade World – Issue 09

BECOME A BETTER BUSINESS CUSTOMER SERVICE
04
MAKE IT MEASURABLE
BE
At every opportunity you can, it is
invaluable to get feedback from
customers about their experience.
This can help you measure how it is
performing in a very real way. You
could also analyse other data to help
you ascertain whether you are doing
a good job – look at repeat buyers,
look at people who had an issue (was
it solved, and did they buy again?),
try to figure out why one-time
purchasers never came back. The
parameters you set will be specific
to your own company, but there are
always ways to measure if you are
doing a good job or not.
05
CLEAR AND CONCISE
BE
How you communicate with your
customers can have a big impact on
their overall experience. You need
to clearly explain how things work
so that they’re expectations are in
line with what you can deliver. This
can include everything from clearly
detailing how long orders take to
fulfil, through to what your plan
of action is to help them solve a
problem. By not being vague, you
will stop unrealistic expectations
building, which means you are less
likely to cause disappointment.
06
GENUINE
No matter what company you are,
no matter who you are selling to,
one thing remains the same: we
are all human beings. We are also
all consumers; we all buy things.
By being empathetic, genuine and
human in your interactions, you
will help to build a sense that your
customers are dealing with real
people and not a faceless brand.
Be personable, be emotionally
empathetic, be a nice person,
apply logic and reasoning, and your
customer service interactions are
likely to be a whole lot happier than
if you just have people reading stock
answers out over the phone from a
crib sheet.
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