All posts tagged customer service

5 quick ways to improve customer experience that you can start on today

5 quick ways to improve customer experience that you can start on today

Improving customer service shouldn’t be a one-time task. But while improving customer experience is a continual process, that doesn’t mean each step will take businesses months to integrate. By taking baby steps to improve how customers feel after working with you, you can boost your sales, gain new lifelong customers and more — without the wait. Here are five ways you can improve your small business’ customer service, with tasks you can start on today.

Motivate your team.

As the business owner, chances are, your employees have more face-to-face interaction with your customers than you do. A grumpy employee can quickly ruin all your efforts to improve customer service. Try offering extra motivation for employees — take the employee that gets the best comment card out to lunch, start a fun contest for employees, or simply send each employee a note to let them know that they are appreciated. Of course, these things go hand-in-hand with other elements, like offering flexibility, fair wages, and compassion to your employees.

Learn from your mistakes.

Chances are, you’ve failed at delivering the best customer experience in the past — and probably more than once. Instead of ignoring those failures, write them down. Then, brainstorm ways that you can do better. Don’t get overwhelmed looking at the mistakes, but use them as a launching point to determine what to do next.

Launch simple ways for customers to help themselves.

Many customers would prefer to complete a purchase without having to interact with a customer service department at all — and businesses can help by implementing simple changes to help customers before they get to that point. Create an FAQ page for your website. Place helpful signs in the stores. Design a helpful guide or online help centre for using your product. Customers would often much rather quickly find an answer online then have to wait for a response to an email or sit on the phone.

Start a customer survey.

How well do you know your customers? How good is that customer experience already? Businesses can get a jump start on building a better customer experience by both understanding the customer, and pinpointing where the current level of customer satisfaction is at. Offer a discount for customers that complete a survey — include the survey or link with the receipt, share it on social media, and send it out in those email newsletters. By getting to know your customers and what they aren’t happy with, you can pinpoint the actions that are going to make the most impact on your business.

Place your goals in a spot that’s easy to see and schedule regular time to work on customer experience.

Sometimes, building customer experience is just a matter of making the time to do so. Start by identifying your goals, then display them in a prominent spot in your office as a regular reminder. Then, schedule time to work on customer experience. Whether that’s daily, weekly or monthly, setting aside some time to brainstorm, work on integrating new options, and more will help the gargantuan task of building customer experience seem much easier to tackle.

5 Ways for Small Businesses to Please Angry Customers

5 Ways for Small Businesses to Please Angry Customers

No matter how much effort you put into customer service, it’s rare for a business to please 100 percent of their customers. So what happens when a customer is angry with your business? How should small businesses handle customers that had a negative experience with your company? Done right, small business owners can ease an angry customers concerns and even make it likely that same person will shop with you again. Here are five customer service tips to make it happen.

Admit when you are at fault.

Technical error cause a shipping delay? Printer produce a misprinted album or photo print? If the customer has a legitimate complaint, don’t try to place blame elsewhere. Customers are often surprised at the businesses that admit their own mistakes. Sure, admitting when you made a mistake is hard to do, but that immediately gets you started off on the right foot fixing the issue.

Offer a way to make it right.

If the customer has a legitimate complaint, find a way to make it right. If, for example, that photo printer malfunction caused a problem in one of the products the customer received. Replace it. Even better, replace it with overnight shipping and offer a coupon for a future order. That lets customers know that you recognise that their time is valuable, and that the issue is one that you’re working to fix.

Create a system for customer service that takes care of dissatisfied customers immediately.

An angry customer is often quick to find a different business. Small businesses should make it a priority to develop a system that recognises angry customers right away to take care of the problem. Don’t wait before tackling customer complaints. Develop a process so that all of your employees know how to handle customer complaints and so those issues get taken care of quickly.

Use technology to avoid wasting valuable time.

The task of handling angry customers immediately sound like just another thing to add to your long to do list? Offset some of the work that’s necessary for keeping customers happy — and reviews positive — using technology. Small businesses may not have the tools of larger businesses, but there are still a few options for using technology to answer some of the most frequently asked customer questions so time spent on customer service can be better spent on tasks that can’t be automated.

Something as simple as adding an FAQ question to your website and making sure your hours, return policies, location, and other basic details are easy to find will help. Look into creating an automated help bot online — even if you don’t have the resources to build a custom chat bot, small businesses can even create one with services like Facebook Messenger without spending a lot of money.

Consistency is key.

Small business owners should work to ensure customers are receiving a consistent experience across the board. The customer with the $20 order should be treated the same way as the customer with the $200 order. Work to make sure your customer experience is positive no matter how customers shop, whether that’s online or in store.

Businesses are bound to have unhappy customers sometimes — but how you manage those customers says a lot about your business — and could even encourage those customers to try your business again.

4 Ways to Create Happy Customers -- Through Happy Employees

4 Ways to Create Happy Customers — Through Happy Employees

Everyone, at some point, has experienced bad customer service. The culprit is often the same — an unhappy employee. A disgruntled employee can quickly give your customer service experience a turn for the worse. While everyone has a bad day — employees included — businesses can take several steps to help build a healthy work culture. In turn, a healthy work culture can improve customer satisfaction.

Here are four ideas for small businesses to improve both employee culture — and customer satisfaction.

Ensure employees feel valued.

An employee that feels valued is in a much better position to deliver positive customer experience. And employees that feel like they are making a difference in the workplace are less likely to leave the company, saving time and training costs.

So how do small business owners help employees feel valued? Start by asking yourself what makes you feel valued and work to deliver those same things to your staff. Share your business’ success stories with even the entry level employees to show that what your company, and your employees, are doing matters. Encourage employees to communicate issues and respond to any problems as soon as possible.

Track staff performance — and offer incentives.

Do you know offhand which of your employees are among the most productive? Tracking what each employee accomplishes can allow you to offer incentives for the top performing employees every month. Building fun contests can help keep morale up and increase productivity. Brainstorm different ways to offer incentives outside of simply meeting a quota. Create an photo contest where the employee that snaps a promotional workplace photo that gains the most Instagram likes gets a prize. Have a custom contest on Halloween. Something that simple can help break up the monotony of the workweek.

Take care, however, because using quotas can quickly make employees feel like just a number. Remember to look at more than production, but employees who put an extra effort into customer service or otherwise go above and beyond the usual duties.

Build connection among employees.

Having a friend at work makes going to work more enjoyable — which in turn can help create both happier employees and happier customers. Brainstorm ways to build your staff as a whole, not just as individual employees. Schedule team building activities. Encourage conversation in the break room with an occasional treat. Host a simple event to bring employees together. Turn those contests into team contests rather than individual ones.

Don’t forget the employee benefits.

Ultimately, no matter how positive the work environment is, employees come to work to, well, work. Ensure the benefits that you offer are competitive and employee focused. Benefits aren’t exclusively tied to finances, either. Employees also value flexibility, such as the ability to take time off, a telecommute option, and flexible scheduling.

Happy employees are much more likely to deliver that positive customer experience. Studies show that employees who enjoy their work tend to stay longer, reducing costs for the company. Don’t focus so much on the customer that you forget the people who are actually working directly with those customers.

photo kiosk receipt printer

Improving our support process

We are always looking for ways to improve our customer service to this end we have implemented a support ticketing process , nothing will change in terms of service delivery.

The ticketing system will record all support requests allowing us to prioritise and close out requests more efficiently.

Email your support request to  you will receive a confirmation with a ticket number . Once the support item has been action you will receive confirmation it has been closed.

You can reopen a ticket at anytime just by replying to the email confirmation you receive.