In today's fast-paced society, convenience is paramount. Providing good customer service is one of the most effective methods to demonstrate that a company is dedicated to making the customer's life simpler and easier. On top of that, it promotes transparency and implies that the business is willing to adapt and make changes to fit the needs of the customer.
A Forbes study shows that a positive customer experience is important to 73% of consumers when it comes to influencing their brand loyalty. As a result, when it comes to figuring out what customers want, boosting convenience, speed and hospitality can be a good place to start with.
Here are five easy ways businesses can provide good customer service:
1. Place your customers at the center of your business
Customer-centric businesses are now increasingly growing, and they are looking for employees who are passionate about providing an exceptional customer experience. So, organisations that have a truly customer-centric culture are 60% more profitable than those that don't. This also implies that the customer should be viewed as the protagonist by a company's employees.
2. Maintain clear and prompt communications
All partnerships are built on trust and clear communication and they are inextricably linked with each other. It helps create confidence when a customer receives prompt communication and all information without delay, even if it is bad news. The customer realises that they can trust the brand on all levels and in all aspects of their business relationship.
Notifying a client of an unexpected delay or schedule modification may appear to carry negative perception, but that’s not true. Communication of delays and schedule modifications to customers is good business practice as it allows them to alter their own schedules.
3. Create a personalised experience for the customer
You must use data to tailor the consumer experience to establish a connection. The truth is that modern customers want a highly personalised experience – they want a company to identify their previous purchases, who they are, including what their preferences are. While consumers are typically hesitant to disclose personal information, a report from Accenture shows that 83% of buyers are eager to give companies their data if they believe it will lead to more personalisation and ease.
4. Have empathy for your customers
To deliver a positive experience, you must be able to relate to your customers. That begins with empathy, which involves putting your customers at the center of everything you do. Moreover, you must also be motivated to serve them because it is an important customer service skill to have.
A customer expects organisations to continue being empathic and flexible, especially in the post-pandemic era. Therefore, organizations must invest in empathy training and empower their staff with well-defined allocations that allow them to give satisfactory solutions beyond policies.
5. Make it as simple as possible for customers to assist themselves
Allowing consumers to help themselves is sometimes part of providing excellent customer service. Not only will you ease the burden on your support crew, you will also create happy customers by establishing an easy approach for them to drive their own experience.
With DHL Express as your logistics partner, you will find a team of international specialists handling and taking care of your needs from the start to finish. Our customer service team is ever-ready to assist shippers with their end-to-end deliveries through our value-added extra services like shipment insurance and proactive tracking with verbal updates.
Our consumer-friendly shipping apps, such as MyBill, MyDHL+, and On-Demand Delivery (ODD) further facilitate flexibility and customization as per the requirements of the customer. We also provide shipping and customs-related questions through our 24/7 Live Chat support. You can speak to our live agent at any time when you have a query.
Our service doesn’t end here. We also offer reverse logistics solutions to our customers that allow them to create a return shipping label to attach to their package before shipping it. We seek to help all our customers in their logistics-related problems by going above and beyond as a service provider and providing a more personal factor.
DHL Express considers all factors that contribute to your company's success.
