Good customer service is about making your customers feel valued and respected and happy. This will bring them back to your service time and time again and provide positive feedback about your business to others. In turn this will generate more people trying your product or service who will also then enjoy your customer service and become repeat customers.
Providing promotions and creating expensive marketing campaigns will all help draw attention to your business. But unless you only want your customers to use your service once, you business will not be profitable without good customer service.
In essence, good customer service is about forming a relationship with the customer. Revolving around the customer is key. They must feel comfortable and confident that you are helping them. Providing good customer service is very simple providing you follow some guidelines.
Good customer service qualities:
Answer the phone
Providing a service should be your first priority. Customers who try to contact your business but are left frustrated will not return. Perhaps you don’t have the capacity to have someone manning phones all day. In this instance consider a call forwarding service or at the very least and answering service which give strong assurance that the call will be responded to within a certain timescale. Ensure this then happens!
Ideally, if you have a lot of phone calls to your business you should invest in someone to manage them. A human voice (rather than a robotic one) at the end of the line instantly shows you value your customers. Then make sure this individual is properly trained and knows clearly how to respond to phone enquiries. This is the first contact many people may have with your business, make sure it is a great one.
Keep your word
Essentially customers must feel that your business is reliable and trustworthy. If you cannot keep your promises, do not make them! For example, telling a customer their order will be delivered on Tuesday and then failing to do so instantly creates distrust and frustration. Always give very careful thought before promising anything to customers. Can you absolutely deliver this? If not, do not promise it. Empty promises will do far more damage to your business in the long run.
Listen to your customers
In order to get the customer what they want you must firstly listen to what they want. Forget going in with a sales pitch and bombarding them with product information. Always start with them doing the talking. Why are they in your business today, what are they looking for, how can you help? Actively listen to their responses. Show them you are listening by summarising what they have said and checking if your understanding is correct. Use the information they have given you to help them.
Of course, nobody enjoys hearing complaints, and you will not please all the people all the time, but your aim must always be to do so. Always give every complaint your attention and do not dismiss it. Ok, you may not be able to please the person making it but if you deal with the complaint properly you may turn it into an opportunity. By paying attention to what is being said you have the opportunity to discover something about your business and correct it. If you make sure your customer feels listened to and valued you may find they feel confident to return to your business again.
Sometimes a situation may arise whereby your business will not profit from an exchange. For example, a customer in your store has a broken bag. They are struggling with their shopping. You take the time to help them fix their bag. This does not result in any financial gain for your business. But it shows that you care and value you customers. Chances are your business will be the first place they go next time they need the product you provide.
Good customer service goes a long way
By applying these simple tips consistently your business will become well known for good customer service. Over time this will bring people back and encourage more customers to use your service.
Engage in Learning provide Customer Service training courses which will help you understand why good customer service should be a crucial part of your business and how you can achieve it. The Customer Service Essentials course will show you how to evaluate the real impact of poor and good customer service.