02 Mar Improving Your Customer Service During Delivery
Although maintaining and assuring that the quality of your products and services are extremely significant, it is the experience your customers have from the minute they pick up the phone or place the order online till the minute they receive their product or service to their doors. Restaurants should remember to keep the customer’s needs as the center of every dining experience.
Here are a few tips for accomplishing this:
Do It From The Start
The start of customer service at any online shopping site starts from the point the order is placed. Make sure that your customer service representatives follow the following mentioned tips
Greet your customers. Confirm the order and the price. For instance if the prospective buyer is ordering mens underwear online you may want to be sure that he or she is able to review their item as well as the time for delivery and the price associated with it. Don’t interrupt. Listen closely and pay attention. Be well versed on the items currently available for delivery and whether or not you can meet the time expected.
Don’t Make Them Wait
If the order is being placed over the phone and a member of your customer service team has to handle the all, try to avoid making your customer hold on while you go to check the available items. You can call this the negative defining moment. Recall that it tends to be hard to win back a disillusioned client. Avoid dissatisfying them at all costs. Make sure you have adequate staff on hand so they will never have to wait too long.
You’ve most likely heard the phrase “speed of service”. You may have even had a speed of service objective built into your policies. Rapidity of facility is a fundamental that has to be achieved to ensure a decent dining practice no matter what your cafe type. Your customers possibly have expectations about how long they’ll have to wait.
Fix Problems Immediately
It is extremely essential that you deal with issues instantly. Don’t allow your customer’s irritation to persist while waiting to work his way up the management chain. Here are a few tips for handling the customer problems in regard to your online delivery service especially when it reaches your customers are. This can be over the phone or over an online hat; whichever system you have in place.
Listen carefully to their problem, own up to the mistake and admit that, there is an issue. Let them understand you are very sorry. Inquire what your customers would like. Try to reach a deal is satisfactory to both of you. Always relate to their issue, don’t blame.
Encourage customers to order online. Make sure your online store is collaborated with the local delivery app. This would make taking orders a lot easier with less room for mistakes.
These tips should be able to lift your online delivery service which will make new customers want to try out your store and make the old customers happy that they stayed faithful.