As the CEO of Ditto Transcripts, Ben Walker knows a thing or two about customer service. With a successful business and a recognized public figure featured in the media over the years, Walker is often asked to share his thoughts on the importance of his company’s best-in-class customer service. According to Walker, excellent customer service is not only essential for the success of any business, but it is also the right thing to do.
“First and foremost, it’s the right thing to do to treat customers right, and that includes times when you have to give them a refund for making a mistake,” says Walker. “We earn new business almost weekly because we treat our customers well and with their best interests in mind all the time in everything we do.”
Here are some tips from Ben Walker on providing customer service so good your clients will keep renewing with you year after year.:
1. Make sure your employees are well-trained
It is essential to ensure your employees are well-trained to handle any situation that may come up when dealing with customers. They should know about your products or services and how to address problems or issues. When well-trained, your employees will be more confident handling customer inquiries and complaints. Role-playing works best when training our people to manage our customer interactions.
2. Listen to your customers.
When a customer has a problem, listening to and understanding their concerns is vital. This will help you provide a solution that meets their exact needs. “One of the biggest mistakes companies make is not listening to their customers,” says Walker. “You need to be willing to listen to what they say and take their feedback seriously, and it doesn’t matter if they are crazy or unreasonable.”
3. Be responsive
Customers want to know that their concerns are being taken seriously. So when a customer contacts you with a problem, it is crucial to respond quickly and efficiently. “One thing that sets us apart from our competition is that we respond quickly to our customers,” says Walker. “We understand that their time is valuable, and we want to ensure we do everything we can to help them.”
4. Go above and beyond
Sometimes, it takes a little extra effort to make a customer happy. “We have gone above and beyond to help our customers,” says Walker. “For example, a law enforcement client needed some significant suspect and witness interviews transcribed on a Sunday morning. We returned the detective’s voicemail within 15 minutes and arranged to have all of his interviews transcribed before the end of the day on a Sunday morning around 7:15 am. We know that when our clients call, text, or email us after hours, it’s important, so we ensure all of our clients are taken care of no matter what time or day it is.”
5. Treat your customers like you treat your family
“When you treat your customers like you treat your family, they will keep coming back,” says Walker. “We have medical, legal, academic, and law enforcement clients who have been with us for over a decade. And that’s because we treat them like part of our family.”
World-class customer service is the key to business success. By ensuring your employees are well-trained, listening to your customers, being responsive, going above and beyond, and treating your customers like family, you can create a loyal customer base that will keep returning for years. As Ben Walker says, “If you treat your customers well and do right by them, they will become your best salespeople.”
