If you're in the business of selling bikes, you'll know that having top-notch customer service is as vital as ensuring your gears are in working order. So let's take a ride down the lane of customer service do's and don'ts. Buckle up your helmet, and let's get pedalling!
The Do's of Customer Service
From being a font of knowledge, and providing speedy service to stepping up your online game, read more below for our tips on customer service do’s.
1. Be a Cycle Sage:
It's crucial to know your product like the back of your hand. Your customers are relying on you to guide them in their journey to find their perfect ride. They could be a seasoned rider looking for a high-spec mountain bike or a beginner seeking a reliable commuter. Be ready to provide expert advice to suit their specific needs.
2. Put Your Pedal to the Metal with Promptness:
Customers love quick and efficient service. Whether it's responding to an enquiry, processing an order, or rectifying a problem, try to be as swift as your fastest road bike.
3. Be a Wheelie Good Listener:
Take the time to listen to your customers genuinely. Understanding their concerns and needs will help you to provide a solution that leaves them satisfied and loyal to your store.
4. Make Your Website a One-Stop Shop:
Ensure your store page or own website is a hub of information. From product details to shipping policies, it should all be there. And don't forget a FAQs section – this can save your customers (and you!) time in the long run.
The Don'ts of Customer Service
The list of don’ts is arguably longer and more important to be aware of than the do’s. While there are many traps to fall into, we’ve listed a handful of the most important ones to be aware of.
1. Don't Make Promises You Can't Keep:
If you can't guarantee a next-day delivery or an immediate repair, don't promise it. It's always better to under-promise and over-deliver than to disappoint a customer.
2. Don't Ignore Negative Feedback:
It might sting a bit, but negative feedback is a goldmine for improvement. Take it on the chin and use it constructively. Always respond professionally and genuinely.
3. Don't Forget to Follow Up:
Customer service doesn't end when the sale is made. A follow-up call or email to check in on your customer can make them feel valued and foster a long-term relationship.
Handling Online Enquiries
Now let's talk about handling online enquiries. This has become more important than ever in our digital age, especially if your store is interacting with third-party marketplaces like BikeExchange, or other omnichannel solutions.
1. Respond Quickly but Thoughtfully:
Time is of the essence, but so is quality. Customers appreciate a prompt response, but not if it seems rushed or dismissive.
2. Maintain the Same Level of Service:
Just because it's online doesn't mean the level of service should dip. Maintain the same courtesy, professionalism and enthusiasm as you would in-store or over the phone.
3. Use the Right Tools:
Consider implementing customer service software or a chatbot. This can help manage enquiries efficiently while ensuring no question goes unanswered. Digital phone lines that allow a customer to reach the right section of your store are also worth looking into; this means, like a chat service, customers are able to self-select the area of your business that is best able to assist them.
4. Be Personal:
Even online, strive to make connections. Use the customer's name, reference previous interactions, and make them feel seen and appreciated.
How Can BikeExchange Help?
At BikeExchange, we believe that providing top-notch customer service is like maintaining a well-oiled bike. It requires consistent effort, attention to detail, and a commitment to going the extra mile. By following these do's and don'ts, your bike store will be riding high on the trail of success. Our customer success team is happy to help you out with more handy hints, so don’t hesitate to get in touch with us and let us do the leg work in