Once you understand the products and services you sell, picked a price, started marketing your business and made a sale to a customer any interaction you or an employee has with that customer is part of the Customer Service experience.
Whether you realise it or not that customer has liked your customer service so far and decided to use your business.
Customer service may be in the form of:
- Pre sales questions
- Email to explain more about your product
- Phone call to find out when they would receive the product
- Making contact on your social media pages to see if they’re active
Customer service is really about the experience that someone has with your organisation and it’s more about your attitude towards your customers. When someone makes a decision to use your services for the first time they are taking a BIG chance because you are an unknown – they don’t know you. They may have read about you at your own website or seen you on social media, but unless you were referred to them from a friend they DON’T KNOW YOU.
During the Sale
Once a customer has agreed to buy your product or service you now have to deliver it. Whether it is an agreement to mow their lawns, do their bookkeeping or supply them with some jam or a t-shirt you will be watched closely until the products or services have been provided so now is a critical time to ensure you have good customer service.
Companies like couriers have online systems to ensure you can check on the progress of your order, gardeners or bookkeepers are measured by the work that they complete and tradespeople by what they build/fix. Open communications during the sale process will reinforce their original decision to use your business.
After the sale
Customer service after the sale will ensure that the customer uses your services again or recommends you to their friends. This step is a marketing process and is often in the form of communication via an email newsletter, phone call or a letter/flyer in the mail. Sometimes businesses send out surveys or questionnaires so that each aspect of their business can be rated.