5 Values of Customer Service for Your Social Commerce/eCommerce Business
Having an online business means you need to care about everything it entails. Yes, you’ve mastered the act of having a successful online business and how to sell your
products to the right customer, but retaining an old customer and getting a new one is even more important.
Giving good customer service helps you get loyal customers, people who would not only patronize your online business but help you get the right recognition from potential customers. In the end, your business is dependent on your customers’ perception. As an online business owner, especially if you’re a one-man-band, customer satisfaction is vital
to the growth of your business.
You never can tell the amount of useful feedback you’ll get from your customers if you’ll just focus on them. Making them feel special will grant you their loyalty and undivided
attention. In order to perfect this, however, you must ensure that your eCommerce business portrays certain values that will make your customers stay for the long hurl.
So, whether you run a business on social media, through an app or a website,
Don’t leave your customers comments unread. Show that you care about them, beyond their patronage. In all things, communication is key, and it’s the only way to improve your
business. How will you know what your customers want if they don’t tell you? So, listen to them, even if they’re airing their dissatisfaction about your online business.
You need to take into account that people need information, therefore your customers will love to hear from you. By the way, never forget to say things in the simplest way, so
you won’t confuse your customers. Always be ready to reach out; reply a DM asap, send an email, make a call, return a call (if you missed one). Let your customers know what’s
going on at all times, that’s the only way they can trust you.
Trust is a fragile thing, once broken, it can never be fixed. A vital part of great customer service is reliability, and this is strongly associated with trustworthiness. For your customers
to be able to rely on your services, they most have seen attributes that endeared your business to them.
Building trust takes a lot of work, so you must ensure that you stay true to your words. Don’t make promises you can’t keep. A word of advice? Under-promise, overdeliver. This
way, your customers will always be satisfied because they know you’ll come through for them no matter what. And they’d be more than willing to forgive you if unavoidable
circumstances prevent you from doing so, as long as you communicate clearly and don’t make it a habit.
Your passion for your business will always radiate around you, and it will set the tone for how people accept it. If you’re overly enthused about your eCommerce business, your
customers will fall in line with you and gush about your business more than you; that’s your passion rubbing off on them.
One can’t fake passion, it’s either there or not. To customers, having a passion for your online business means you’ll be ready to go the extra mile for them, which ultimately
means that you’ll always give them the best services. Customers love to see it and will stick to your business like a moth to a flame when they see how willing you’re to serve
them in the best way possible.
As a business owner, you ought to be ready to tell your customers that they’re right, especially when you’re wrong. If you get called out for failing to render the kind of service you promised a customer, don’t try to foist it off with phantom excuses.
Be accountable for everything in your online business, from your business process to your response to criticism. The blaming game is not a good look for you. If someone
comes on your timeline, talking about the poor service they got from you, don’t ignore them. Respond with an apology and a promise to fix it if you’re wrong. If you arent,
gently inform them about why you’re not. Don’t be abrupt, and don’t get used to excuses.
One more thing, money is very important, so be very transparent with your customers when they patronize you. Let them know what to expect from you, and what they’re agreeing to when they choose to do business with you.
Customer Service Week is currently being celebrated worldwide (5th – 9th October 2020), and while the focus is on the team that makes a company what it is to customers, we believe that the customer is what makes up the dream team. You should bear that in mind as well.
Everyone loves to be recognized for being part of something, that’s why participation medals were created. Got a loyal customer, one that patronizes you often? Got an unofficial cheerleader, a customer that refers your online business to more people than you can count? You should give them a shout out. Recognize their loyalty to your business, you could even consider rewarding them with a giveaway, or you could just send a personal thank you message to them. Trust us, they’d appreciate it, a lot!