If you surf the internet, you will realize that there is not much information on this matter. It is a no brainer that different types of businesses will require different types of customer service. But how do we determine what works for us and what doesn’t? If you run a real estate social network in your state, how should you gear your customer service to promote retention, referrals, and profitability?
“I’ve been sold this junk of a mobile and the seller didn’t even tell me that it had software issues. It was working fine when we met, but as I got home I realized it’s not worth half the price I bought it for! What kind of website are you running where people fool you easily?!”
This is an example of feedback given by a customer for a business that sells secondhand products through its eCommerce website. Now you can’t really gear your customer service towards resolving issues they might have with the products. It’s a secondhand store, and there is always a chance that you might get a product that is not at 100%, or even 90%. What you can do, however, is outline the minimum condition requirements for products. So when there is such an issue, you can hold the seller/merchant responsible for selling a product that doesn’t meet the minimum requirements. That’s customer service for you!
If you run an eCommerce or online business, then your approach to customer service will be different from an industrial, manufacturing, or product-oriented business. For the former, your approach should be engaging and technical, because a lot of customers face technical issues on websites or with their eCommerce accounts. For the latter, your approach should be proactive and solution-based, because in such industries, there is a chance that more than one customer may be facing the same problems.
The common factor in customer service across different businesses and industries is customer retention. At the end of the day, you want your customers to stay, and you want them to stay happy. A happy customer is more valuable to any business than a “satisfied” customer. A satisfied customer may just go with the flow and may not really have a view about the company. On the other hand, a happy customer will have a positive view about your company, and this can result in referrals and positive reviews.
The best approach to customer service for a business is to first have a look at the long term goals and ambitions. If you’re in an industry where retention level is generally low, then your customer service should be focused solely on solutions. If you’re in an industry where there is room for high retention level, then your customer service should be geared towards providing resource, solutions, and satisfaction.
A business is only half as good without a proper customer service department. Similarly, a customer is only half as interested in a business where he/she feels that there is not much value for him/her. Whatever industry you’re in, at the end of the day, it’s the customer that matters more!