In this world of advanced and expanding technology, the way we approach and interact with customers is changing. We can use ‘big data’ analysis to learn an incredible amount about our consumer base, and we can reach out to target groups through extensive online platforms. In these ways, technology is valuable. But there are many old-school customer service strategies that simply cannot be replaced.
Here are some of the best old-school methods that successful businesses preserve.
1. Making a personal connection
Taking the time to connect with a customer through a phone call or a meeting is much more personal than sending a quick email or posting an update on social media. It shows the customer that you care enough to focus on them. Human emotional needs cannot be met through the digital universe the same way they can in person.
2. Use Names
Addressing your customers by their names lets each person feel acknowledged and valued. Remembering a customer by name will always be a pleasant surprise, and even if you forget, ask for a reminder rather than not using a name at all. The effort will always be appreciated.
3. Follow up promptly
Quick responses equate to happy customers. Make sure that your email replies are both consistent and swift. Make a phone call or compose a personal email to follow-up with your customer after a sale has been made or a problem has been solved. Any promises made to customers must also be quickly followed up.
4. Show appreciation
Going the extra mile to thank your customers with a handwritten note or even small gift can only have a positive effect. Be sure to check and respond to comments on blogs or social media posts as well to show an appreciation for the customer’s input.
Smiling immediately makes customers feel comfortable and welcome. Even on the phone, people can hear a difference in your voice if you are smiling during the conversation. When all else fails in service, a simple smile goes a long way.
While new technology and trends may have some advantages in customer service, old school values and behaviors will always stay in style. Don’t be afraid to go back to the basics!