Every entrepreneur knows that when starting a new company you usually have to wear many hats like being the Customer Service Representative, Office Manager and Sales Associate, simultaneously.
How do you manage your time? How do you remain calm? How do you assure success?
Know your customers well.
When working in a startup, it’s important to know everything about the customer. Customer service professionals need to know how to assist the customer in the best way they can while also providing amazing service. Some companies may have customers that would need detailed instructions to solve a problem on their own while others may have customers who just need a quick fix to be performed for them. Do you know which your customers are?
Bring all of your team member who have connections and information on customers together (i.e. sales, marketing and customer service). Then work together to answer some of the following questions in order to begin developing a customer profile:
- Who are they?
- What do they do?
- Where do they work?
- What internet browser do they use?
- How old are they?
- What do they like to do for fun?
- Are they the gate keeper or decision maker?
Some of these questions may seem to far left field but it’s important to understand everything about your target audience. Imagine you’re the customer. What would catch your eye? Are you searching for your offerings? Using this sort of information you can help your customer service team better solve customers’ problems.
Give your employees authority.
Strict rules and a hierarchy of support is important, especially when trying to escalate a customer service problem to the appropriate person. But in times of need, where a manager may not be available or when the issue is extremely time sensitive, you’ll need a staff that’s ready to take control and make appropriate decisions. In order to be able to make those decisions you’ll need a well-rounded and highly trained team that has been empowered to take authority when needed. Being able to alleviate issues as they see fit in both a creative and resourceful way, can mean all the difference in customer service.
Take the extra step.
In order to provide outstanding customer service you need to be able to differentiate yourself, by doing something a little different and innovative. You need to do something that truly impresses your customers by going above and beyond what’s required. Whatever you choose to do must truly connect with your customers, evoking a positive emotional response that will impact them and leave them with a positive view of your company.
Work closely with your team to find where and when it’s best to impress your customers. Some questions you can use to brainstorm ideas would be:
- How do you differentiate yourself from the competition?
- How do you provide a unique and positive experience for your customers?
- What are the biggest pain points for customers?
- What would your customers most appreciate from your customer service?
There are many ways you can charm your customers like hand-written notes and delightful calls, you just have to find what works best for your company and customers.
Do you need help developing a customer service strategy for your startup?
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