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Customer Service Essentials for Small to Medium Businesses
Posted on December 24th 2012
Smaller businesses don’t always have the resources for quick-response and automated customer service, but because they’re not gigantic conglomerates, consumers still expect the same speed and quality of service – perhaps even more than they do of larger companies. In the age of social media and technology advancements, it’s easy to lose track of the customer service essentials SMBs need to maintain to stay relevant.
How does your website look?
A recent Forbes Magazine article noted that in their attempts to stay relevant in sales, SMBs often lose sight of their websites. Try walking through your website from the perspective of someone who’s never heard of your company before. Ask yourself: Is my website user friendly and modern looking and will it make customers visit more than once? You want your customers to frequent your website often and have a positive experience with it. Resources and support links should be easy for them to find, and pages should navigate organically to and from each other.
How are you following up?
You absolutely should not leave your customers high and dry after you’ve won them. This isn’t Boiler Room. Refocus your SMB sales team commitment so every rep follows up with every customer post-sale in search of renewals and upsells. Ask them how their experience with your company went and encourage them to come back. To increase your chances of renewals, consider offering discounts to entice them to come back.