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With the internet being a focal point for most businesses when it comes to reaching customers, some may argue that traditional forms of customer service have taken a backseat. Whilst the way customer service is done has changed, some of the more traditional methods are still effective.
Why Customer Service is Still Important?
The digital landscape
Having a presence online and the ability to utilise the magic of the internet has had a profound impact on the way businesses are run and on the customer experience. Many businesses use tools such as data analysis, marketing, and automation among other things. All of these factors create a customer that is savvy online.
Research does show that customer service is just as important though. 75% of customers in a survey said that they would be more likely to use a company that knows their name, knows their previous purchase and recommends products based on those purchases.
A more personal touch
Taking the time to craft face-to-face relationships with your customers is beneficial to your business. Customers like to feel important so having a meeting with them in person can help them to feel like they are worth your time and energy. By having meetings like this, you will be able to discuss ideas and plans at a much quicker rate which will allow everyone to move forward within the working relationship.
When looking to create repeat customers, you may want to consider handing them some professional and personalised business cards. This will remind them of you and the experience they had with you whenever they see it. It serves as a physical reminder of your business.
Greater nuance
Talking in person creates a more intimate and trusting experience as people can see your body language and hear the tone of your voice, both of which can sometimes get lost over electronic communication.
If you are explaining something, a lot of people use body language and gestures to convey their passion and feelings. By being able to show this, a client will be more trusting of you and your work.
Sensitive information
Taking the time to build a relationship with a customer can take time, but it is important to have one when you are dealing with sensitive information. If you are thinking about delivering some specific feedback or a tough result, being able to draw on a strong working relationship will help these situations to go smoothly.
Equally, by handling these situations well, you will be gaining further trust from your customer. People value honesty and integrity, so by demonstrating those, you are indicating what sort of person and businessperson you are.
Competitive advantage
By embracing these more traditional techniques, you will be doing more than some of your competitors. Businesses that are solely based online are at risk of being one bad review or tweet away from having reputational damage. By communicating with people face-to-face, any errors can be caught early and have a better chance of being rectified.
