For every business person in the e-commerce industry, this question would surely arise in their mind how to provide excellent customer experience to their buyers.
If you have ever wondered why buyers are keep coming back to your competitors despite the fact that you are selling better products than him, then my friend chances are he is working really well on giving excellent customer experience to its buyers.
Brilliant customer experience creates loyal customers for life who will gladly refer your business to friends, family, and colleagues. But now the question arises on how to do it? Especially if you are into the e-commerce industry and selling everything online?
Then read this article and you will find all of your answers in it.
Maintain a positive attitude
Shall I tell you a hidden secret? No matter even if the customer is after your life you still need to be polite with them. This is the mantra you will learn with time. After all your customer has paid you for the product or for the service and leaving aside how wonderful your product is for you, you customer didn’t like it because of any reason, that’s why he is complaining about it. So yeah always maintain a positive and calm attitude with your customers, sooner or later they will surely appreciate it.
Know your product and services
The major reason for disappointing customers if when the seller or customer care executives themselves have no idea of their products. To provide good customer experience you should have an inside -out knowledge of your products or services.
You should be aware of the most common and uncommon questions of customers regarding what you are offering.
Respond as quickly as you can
In this fast-paced world, the main factor of customer service is speed. Customers would prefer to stick with those e-commerce companies who provide the best possible solution in the lesser time especially when the matter is time-sensitive.
Don’t interrupt when the customer is talking
Don’t you ever, ever – ever, interrupt your customer when they are telling you about the problem. Listening is the key to win the world. Listening to your customers will not only make you understand the problem clearly but also you can read their non-verbal signs and act accordingly.
Take feedback even it’s negative
People usually don’t prefer to take negative feedback but in e-commerce reality, they are more important than the positive ones.
Negative feedback helps you in seeing the issues with your product and service and you can work upon that and make them perfect for your users.
Go the extra mile for a delightful experience
Going the extra mile for your customer is always a cherry on the cake, and people attract toward this gesture and maintain a healthy purchasing relationship with the e-commerce company.
A three-year-old named Lily Robinson wrote a letter to Sainsbury’s, a UK grocery store, a letter asking why ‘tiger bread was called tiger bread and not a giraffe bread?’. To Lily’s surprise, Chris King, the customer service manager of Sainsbury’s responded with “I think renaming it to giraffe bread is a brilliant idea!”. Several months later, the bread was renamed to giraffe bread.
Surprise your customers
Who doesn’t like surprises? Everyone yes? surprising your customers with your hilarious sense of humor will not only impress them but also become the talk of the town. Last year amazon India has done something like this which becomes a matter of the day, by responding to an unexpected and humours query of a lady.
What to take away from this?
Surprising and satisfying your customers with excellent customer service will eventually give them the greatest experience.
There are no fixed written rules for giving the best customer service. Every company learns it with time so will you.
No matter what you do, always keep in your mind these 4 mantras – listen to your customer, respect your customer, timely respond to them and make them smile in the end.
Do share your views on this, we would be glad to hear from you.