To be successful in starting and growing a business, it is important that you have a robust customer service strategy in place. There are some core foundational elements, such as being reliable, trustworthy, kind, compassionate, and efficient. However, there are also some huge differences depending on the type of business you run, for example, an online service-based business vs. a business in hospitality.
To help you on your journey, here are some of the core principles you need in place in business to be successful, as well as a comparison of essentials depending on the type of business that you run.
Table of Contents
Clear communication
Communication needs to be clear. It sounds very simple, because it is. However, it is one of the biggest mistakes that businesses make. Communication should be easy to access, with a variety of platforms to suit the needs of your ideal customer. It needs to be concise and free of jargon. Miscommunications can escalate very quickly.
Knowledge and training
Your customer service team needs to have a deep understanding of the products and services that you offer, your business, and the resolutions for customer issues. They might not know all the answers, as you cannot always predict everything. But there should be a clear pathway and hierarchy in place to follow and escalate things where necessary. People need to know as much as they can, and also know how to seek information if they do not know the answers.
Empathy and connection
Customer service teams need to know how to build genuine connections with people, show empathy, and be kind when handling customers. Active listening, quick thinking, and attentiveness will go a long way and need to be present from the start.
Feedback
Always gather feedback from customers and employees to help improve your customer service and business every step of the way.
Online service-based business vs. hospitality
These are two very different industries and require different customer service strategies.
For an online service-based business, it is vital that efficiency, competence, and reactivity are present. With an online business, people expect a service to be of high quality, fast loading, and responsive. This means a heavy investment in your website and platforms, and the communication channels from your customers. You want to make sure that your service is built on a good foundation, and one that goes above and beyond. Connections are even harder to build online, and there is a lot more competition.
For a business based in person, such as hospitality, there is a whole other part of customer service that you have to consider. Not only do you have to be friendly and efficient, but your customers’ experience is also rooted in the products, food, and beverages that you source and all the small decisions you make about them. Understanding the difference between treacle and molasses could make or break your food and completely change the experience your customers have. Your food and beverages need to be well-researched, thoroughly tested, and of the highest quality. You cannot slack when it comes to creating and serving food and drink, or your customers will go elsewhere.
Customer service should be the foundation of your business. Your customers will make or break you, so it is important that you have a well-researched strategy in place that is specific to your business.