SMB customer service priorities can be different than that of a major corporation since you will rely more on the retention of your customers. Losing customers through bad service shouldn’t really happen if you manage a business well. So, here are some to consider for your company.
Getting Your Products to the Client
Not delivering can have a major impact on your business. It means you have an unhappy customer, something has gone wrong, and there is a fault. As a result, your business can suffer from negative reviews and decreased sales. An easy remedy for shipping issues is to use reputable LTL carriers with online tracking capabilities. This way, you can check your outgoing delivery as and when you need to and provide customers with relevant information to use.
Keeping Everyone Happy
Customer satisfaction plays a key role in making sure you stay productive. But maintaining this is an ongoing process, and it can be very hard. But you must also keep good relationships with suppliers and ensure your employees are happy so they don’t negatively impact customers. Some top ways to ensure everyone stays happy are to use clear and effective communication throughout your business, make transactions as easy as possible and always stay polite.
SMB Customer Service Priorities Includes Your Staff
Further to your employees, they are the most vital part of your business, especially when it comes to customer service. This is because they are the main point of contact (until you use AI everywhere) and initiate the conversation with your customers. Therefore, you must train your staff well. But you must also provide them with a safe place to work so they can do their job well. It also helps to provide mental well-being features, such as increasing pay to meet rising costs.
Ensuring Proper Security
Nobody should have to fear having their data stolen, especially your customers. But unfortunately, cybercrime is a major issue these days. And as a small business, you are just as likely to be impacted as much as a major corporation. In 2022, 54% of cyber attacks were against SMBs. But you can increase security. First, make sure no personal data is stored, such as names and card numbers. Also, train staff about procedures and migrate to an SSL website.
Taking Responsibility for Errors
No business has a 100% success rate. It just isn’t possible. And no matter how hard you try, things will go wrong. This is to be expected, and it is how you deal with a situation that determines customer satisfaction. Even the worst mistake can be remedied with a positive and polite attitude. But you must also hold up your hand to admit fault when it’s necessary. Often, this is enough. But also apologize to the customer, and offer above-and-beyond alternatives.
Summary
All businesses rely on customer satisfaction. As a small company, there are some SMB customer service priorities that need extra attention to avoid the worst negative impact. These include getting deliveries right, keeping your staff trained and happy, and admitting mistakes.
