20 Best Customer Service Tips for Small Business

Customer service is and will continue to be a defining quality for businesses. Regardless of borders and cultural differences, it’s the number one factor customers consider before doing business with any company.

More interestingly, the influence of great customer service even transcends industry boundaries. Turning the simple act of helping customers into a business standard. 

In this article, we delve into the significance of customer service for small enterprises, tailored advice for different industries, defining good customer service, and an exhaustive list of 20 actionable tips for both product and service-oriented businesses.

So let’s get started!

Why is customer service important for small businesses

Customer service is at the heart of success for businesses. For small businesses, it’s even more true. Consider it like the special ingredient that makes your grandma’s recipe unforgettable. See, it’s not just about fixing things when customers need it. It’s about creating a vibe that customers appreciate. 

Why? 

Well, firstly, customer service builds loyalty, kind of like having your personal fan club. When you treat customers like VIPs, they stick around, and guess what? That costs way less than chasing new customers. 

On the plus side, happy customers turn into your dedicated hype squad. They promote your service to anyone who’ll listen, bringing in new buds without you having to place your product in front of them. 

It’s basically the low-key marketing strategy that works wonders. So, yeah, customer service isn’t just a checkbox—it’s modern marketing and acquisition wrapped into one neat aspect.

Service for different industries

Small businesses encompass a big portion of modern businesses, functioning across industries. So, one size definitely doesn’t fit all when it comes to customer service. For different industries, providing good service means very different things. 

Product-Oriented businesses

For businesses dealing with tangible goods, it’s not just about the product; it’s about the entire unboxing experience. Making that first impression count matters. Good place get started with would be,

• Personalize onboarding for a warm welcome. 
• Go the extra mile with proactive communication. 
• Toss in unexpected goodies to surprise and delight. 
• Create a community around your products—let your customers share the love.

Service-Oriented businesses 

On the flip side of intangible services, it’s all about crafting experiences. A service is more than what you’re doing for the customer. It’s a combination of accessibility, communication and promptness. You can get started by,

• Nail the prompt response time.
• Lay it all out with a detailed service description.
• Keep the conversation going with regular check-ins.
• Don’t forget the post-service follow-up.

Whether you’re shipping products or delivering services, tailoring your customer service vibe to your industry is like adding the touch that just makes everything better.

What is good customer service?

Providing good customer service involves both sticking to established protocols and having the flexibility to go beyond them. Your efforts are all aimed at meeting and surpassing customer expectations. That’s kind of the central objective. That being said good customer service means, 

7 qualities of good customer service

• Empathy; Handle every interaction with empathy and compassion.
• Effective Communication; Communicate ideas effectively and efficiently.
• Patience; Keep your cool and show patience to customers.
• Problem-Solving Skills; Solving problems is always the first priority for service.
• Product Knowledge; Understand the product to ensure steady support.
• Adaptability; Keeping an open mind to new challenges.
• Consistency; Deliver a consistent experience for familiarity.

20 customer service tips for small businesses

Delivering good customer service takes more than just answering questions. It’s the sum of all things you provide a customer when they do business with you. These tips are the way you can make that overall experience a remarkable one.

1. Personalized onboarding

Onboarding is how customers start using your product or service. Consider it like the tutorial level on a video game. Kickstart the customer journey with a personalized touch, ensuring a strong and positive first impression.

2. Proactive communication

Communication is at the heart of customer service. But just waiting and listening isn’t enough for customers. You need to anticipate customer needs by providing relevant information before they even ask, showcasing attentiveness.

3. Efficient returns process

Returns no matter how unpleasant will happen. As a business, you have to make sure that process is not difficult. Simplify and expedite returns to turn potential dissatisfaction into a positive, hassle-free experience.

4. Educational content 

Customers appreciate all the information they can get. You need to ensure that customers can access this information easily. Provide informative content to guide customers in maximizing the utility of your products or services.

5. Surprise and delight 

Who doesn’t love surprises? Customers in general usually love them! Try to occasionally include unexpected perks or discounts to exceed customer expectations and build brand affinity.

6. Community engagement 

Communities are the heart of a successful business. Human beings are tribal as they love to align with a group. Foster a sense of community around your products or services, encouraging customer interaction and loyalty.

7. Prompt response time 

Customers hate waiting. Slow responses frustrate customers impacting their satisfaction with your brand. Address inquiries swiftly and set the tone for efficient service that demonstrates respect towards your customers’ time.

8. Detailed service descriptions 

Anything and everything you offer needs to be obvious and transparent. Clearly articulate what customers can expect, fostering transparency and avoiding misunderstandings.

9. Regular check-ins 

Don’t forget about the customers that have already come in touch with you. Proactively engage with customers to ensure ongoing satisfaction, building a relationship beyond transactions.

10. Personalized recommendations 

Recommendations are meant to help customers find the best output from your business. Tailor service or product recommendations based on customer preferences and purchase history. Not to mention, it helps you upsell and cross-sell more products.

11. Timely service updates 

Timing is crucial for modern customers. Keep customers informed about the status of their service requests or product deliveries at every stage. Especially when your customers are other businesses. 

12. Post-service follow-up

Solving the issues is half the work. Following up and making sure the customer got exactly what they needed is just as important. Seek feedback after service delivery, demonstrating a commitment to continuous improvement.

13. Social media monitoring 

Customers are talking about brands all the time, and social media is where they’re talking about it. Stay attuned to customer sentiments and address issues promptly on social platforms, showcasing responsiveness.

14. Knowledge base software

Self-help isn’t just a passing fad. Customers like figuring things out for themselves. Create a comprehensive repository of FAQs and guides or a dynamic knowledge base for self-service, empowering customers.

15. Ticketing systems

A ticketing system is a must if you want your service process to be smooth. A proper ticketing system can streamline service requests for organized and timely resolutions, ensuring no customer query falls through the cracks.

16. Customer feedback software

We’ve already mentioned the importance of customer feedback. To collect and manage this efficiently you will need a feedback system. It’ll help you gather insights to continuously refine service or product quality based on real customer experiences.

17. Automation tools

Customer service has its share of repetitive tasks like any other part of a business. To save time and effort, automate repetitive tasks to enhance efficiency for more personalized and meaningful interactions.

18. Appointment scheduling tools

Simplify the booking process for service appointments, minimizing friction for customers. This lets you handle issues professionally without conflict.

19. Customer satisfaction surveys

Surveys are the lifeblood of customer support data. That’s how you know if your efforts are on point. Gauge customer satisfaction levels and pinpoint areas for improvement. 

20. Data 

Leverage insights from your ticketing and feedback system to anticipate customer preferences and behavior. This in turn will help drive informed business decisions.

Why customer service tools matter?

Tools are a big deal because they make the overall customer experience better by giving service teams a clear system to work with.

First off, these tools organize customer interactions, making sure no questions or issues get overlooked. For example, good ticketing systems help businesses handle service requests well, sticking to a step-by-step way of solving problems.

For instance, Fluent Support tracks tickets with high waiting times to ensure customers waiting the longest get the support first. It’s just an easier way to prioritize tickets on the fly.

Next up, in this tech-heavy age, tools like live chat and social media monitoring are a must-have. They let businesses talk to customers in real time, sorting out questions fast. It’s not just about being quick – it’s also about meeting the preferences of today’s customers who want fast solutions.

There’s more – tools like customer feedback software and data analytics are your secret weapons. They help you understand what customers like and how they behave.

Wrapping up

Exceptional customer service serves as the catalyst for transforming regular customers into loyal advocates. As much as 93% of customers express a willingness to spend more on a brand they are loyal to, even when better options are available elsewhere.

Building enduring relationships with customers is very much intertwined with the consistent delivery of exceptional customer service.