Inbound Marketing + Sales Blog

June 5, 2014

What is Customer Service? The Essentials to Exceeding Expectations

Written by: Carly Svetlik  |  Share:

Carly Svetlik

what-is-customer-serviceYou may have experienced good customer service that left you with a smile on your face, or poor customer service that completely ruined your day.

Trust us, everyone has been through it.

At the end of the day, customer service is at the core of every business, large and small. With that in mind, it’s important that we not only have it mastered but that it’s consistent and practiced across the board.

According to the Harvard Business review, 48% of customers who had negative experiences told 10 or more others. We all know that bad news travels fast; if your customer receives bad service chances are that experience will travel quite quickly by word-of-mouth. With everyone (and their mothers) on social media bad reviews are traveling at the speed of light.

Once you have closed a sale and converted a lead into a customer, you may feel relieved. But the job isn’t done yet. Your next steps should still be focused on delivering a remarkable experience to your potential and current customers.

What is Customer Service? The Entire User Experience.

What is customer service anyways? From the first interaction to closing the sale and beyond; it’s all about helping people and solving their problems. Whether they are prospects, your customers or future customers; having happy customers and happy leads will make your life easier, and create more success.

The best way to continue delighting is by creating remarkable content and promoting it on your marketing channels. Delivering engaging and educational content will help your customers to stay connected with your business and helps them to see that you’re dedicated to keeping your interactions at bay. This also demonstrates credibility and thought leadership to prospects and leads; keeping your business on their radar.

This process can be difficult at times, but also rewarding. As an inbound marketing company, we strive to provide excellent customer service, even after the sale has gone through.

As a Unified Marketing + Sales business, every member of our team contributes to delighting the customer. It is an essential component of the inbound marketing methodology and a simple example of The Golden Rule: treat others as you want to be treated. We all want to be delighted when we are the customer, so we should always make sure to stay customer-focused and put them above everything and anything else.

With all of the inbound techniques you can utilize to improve your customer service we know how overwhelming it can be trying to decide which ones are going to work for your business. Not to worry, we have compiled a list of the best tips that have been tested by yours truly, the team at New Breed:

  • Educate and delight your employees! Happy employees will speak highly of your business and that will reflect positively on your customers.

  • Make sure that all of your employees are educated on your product / service. This will expand your customer service across the entire company and not just to one department

  • Listen to customers, ask them questions, help them solve any problems they may have and always follow-up to see how things are going

  • Be proactive on social media. If you haven’t set up HubSpot’s Social Inbox yet, you may be seriously missing out. The Social Inbox tool allows you to see what your leads and customers are saying about you on social media and color-code each contact so you know who is who

  • Communicate with a personal intention versus impersonal. Customers don’t want to receive a message that is automated and geared toward a long list of people; it is quick and easy personalize your emails using HubSpot’s personalization tools, and in the end your customer will appreciate the time you took to give them a better experience

  • Continue educating your customers through content that is only available to them. These offers could consist of videos, blog articles, training classes, emails, webinars or project updates

  • Set up Smart content and call-to-actions so that the same content is not on repeat. Smart content can be personalized for each customer’s needs, tailored to a specific prospect, or even targeted for first time visitors

  • Offer (easy to access) technical support. Your customer may have a quick question that is delaying them from finishing their project. A quick call with the support team could solve all of their problems and prove that your brand is trustworthy. Need any technical assistance? New Breed is here to help! Simply, fill out the form and we will be in touch with you as quickly as possible

Are you delighting your potential and current customers? Ask yourself these questions to assess your delighting skills!

1. Are You Solving Your Leads & Customers Problems?

The number one thing your business can do is solve the problems of your potential and current customers. Providing a solution to any problem they bring your way will help them achieve a goal and feel happy that you were able to assist them.

2. Are You Offering Solutions & Providing Recommendations?

If your leads and customers are coming to you with questions or concerns consider this a compliment that people are turning to your business for a solution. The question is: are you offering relevant advice to help them out of a sticky situation? Going above and beyond by providing strong recommendations will educate your prospects and customers and help lead them to success. At the end of the day, isn’t that what inbound marketing is all about?

3. Overall, Are You an Enthusiastic & Awesome Person?

If your answer is yes, you’re on the right path! Your potential and current customers would prefer to work with a fun person that is truly excited about inbound marketing. Your excitement for your product / service will pass over to a delightful inbound experience that leaves your customer happy and satisfied.

We hope you enjoyed today’s post. Do you have any awesome customer service stories or tips to share with us? Let us know in a comment below!

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Topics: Growth Acquisition

Carly Svetlik

About The Author

Carly is a former New Breeder

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