I have some customer services tips for freelancers to share with you. The fact is that customers are the most important aspect of your business.
You wouldn’t have a business without them. They want to buy your services and products, and you should always be aiming to give them the best experience when doing so. It makes sense that you should treat your customers with respect and honesty at all times.
Communication is one of the most important factors when it comes to having great relationships both in business and in life.
So how can you give the best customer service possible?
If you have a lot to do and are working alone in your business, it can be hard to fit everything in. However, you need to find space in your day to reply to emails, answer calls, check social media, and more.
One of the spaces that you can make more room for yourself is by outsourcing some of these tasks. Using a live chat agent for the website, you can increase the speed that you can communicate with your customers and still have the most amount of time on your business.
Your customers need to feel like they are important to you, and in order to do that, you need to have a low response time.
When an irate customer feels like they are being mocked or that they are being dismissed, it doesn’t usually get better from there. Even if your customer is very angry or being unreasonable, it is part of your customer service to keep a level-tone and be polite. This can be one of the most challenging things to do when your initial instinct is to be rude back or end the call.
There is sometimes an underlying issue that isn’t being mentioned by the customer. It might be that they don’t suit the colour, the size isn’t right, or it is unflattering. Give them the space to explain what the real issue is. This will allow you to give them the best service possible.
There will be limitations to what you should accept from your customers, and there are limitations as to what you can give them. If they are shouting, swearing, and being abusive, then you should reserve the right not to serve that person. Ensure that your terms and conditions protect you and your customers.
Your returns and complaints policy should be on your website so that it can easily be found and understood. This can be the first port of call for many customers who may want to discuss their products or issues. Having a policy on your website is something that can serve as protection for you too.
If you have return options and requirements clearly labeled on your website and the procedures, you can save a lot of hassle if the customer remains unsatisfied.
Treat your customers with appreciation, respect, and be helpful when possible, and most often, you will have a well-managed issue and a repeat customer.
*this is a collaborative post