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3 Quick Wins for Great Customer Service

Posted by Ibeth De La Torre on August 10, 2016

It’s no secret that good customer service is critical for retailers to encourage repeat buying. Below are 3 great tips on how to improve customer service for your company.

  1. Listen to what your customers have to say and collect raw feedback as frequently as possible. This feedback is invaluable, and it’s important to look at complaints as recommendations for improvement.
  2. Develop and implement policies that encourage continued feedback from your customer service representatives. It’s important to invest in the development of these employees and provide ongoing training programs and incentives for continued success. Ultimately, these representatives are your most powerful employees from the shopper’s perspective and their actions may very well determine whether or not a customer shops again or abandons your brand forever.
  3. Be extremely transparent with your customers about what you can and cannot deliver. If you know a package is going to arrive a day late, be proactive and tell that customer as soon as possible. Do not wait for them to reach out; it’s critical to get ahead of these issues before the customer has a chance to get angry. Plus, going out of your way to reach out ahead of time shows the customer that someone is personally invested in ensuring a great shopping experience, which goes a long way for brand loyalty.

A recent survey commissioned by Onestop shows just how important it truly is for long-term success.

Highlights from the survey:

  • 28% of consumers have had an issue with an online purchase that required contacting customer service within the last 12 months
  • 41% of consumers reported phone as their preferred method of communicating with a customer service rep
  • 75% of consumers are either highly unlikely or unlikely to shop from a retailer again after one bad customer service experience
  • 98% of consumers are either highly likely or likely to buy from a retailer again after one good customer service experience
  • 76% of respondents are either highly likely or likely to tell a family member or friend about a bad experience
  • 82% of consumers are either highly likely or likely to tell a family member or friend about a positive customer service experience

Topics: Customer service, Ecommerce, Retail, trends

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