Did you know that customers are 2 times more likely to share their bad customer service experiences than they are to talk about positive experiences? Reviews and testimonials are so important to businesses; they can make or break you.

A customer is 4 times more likely to buy from a competitor if they have received a poor level of service compared to price or product related issues. This is why customer service should be top of your list to get right.

Follow our top tips to keep your customers happy and loyal.

1. Make it easy for your customers to get in touch

   Give your customers one phone number to call you on and make sure there is always someone available to answer incoming calls. And when customers email you, ensure they are responded to on the same day. People don’t expect an immediate response but providing a same day response is good customer service.

2. Deliver a consistent experience across all channels

   Customers expect to receive the same perception of your business whether visiting your office, finding your website, receiving an email communication or speaking with you over the phone. The way in which you answer the phone gives an immediate impression as the type of business you are. As does the style of your brand, website and emails.

3. Don’t forget your customers

   It can be easy to forget the ‘quiet’ customers, but just because they are quiet doesn’t necessarily mean they are happy. It’s a good idea to keep in touch with your customers on a regular basis, even if it’s just to see if there is anything you can do for them. ONIT provides a keep in touch service, find out more.

4. Make sure customer facing employees are professional

   The people in your business who speak directly with your customers can build or damage your brand in seconds. That’s why it’s so important to ensure your front of house team is representing your business in a positive light at all times. With a professional telephone answering service you can be confident that your customers’ calls will always be answered professionally.

Find out more about how Onit Business Assist can help you deliver first class customer service at all times.