Customer Service policy and procedures implemented in your company will affect the way your employees service your customers and therefore, affect your bottom line and your future growth, hence sustainability. Excellent customer service is and always should be based on the simple fact that we are dealing with people. People who, like us, enjoy being appreciated, treated with respect and acknowledged.
Therefore, your customer service policies should not be based on retention, but should be built around the fact that you want every single one of your customers to have an excellent experience every time they visit, interact, buy or simply speak with each person in your organization. If the experience is successful, mistakes will be more easily forgiven, and retention will be guaranteed.
The following tips are provided to help you, or your staff provide superior quality customer service in today’s business environment.
- How to deal with the consumer at point-of-contact. Always try to be helpful, polite, and pay attention as consumers will feel valued and comfortable knowing you are being considerate. A valuable tip for good customer service is to use the clients name where possible as it indicates you value them as a person.
- Practical advice for providing good customer service. It is annoying for people to be pushed from pillar to post when they deal with staff. It is essential therefore that problems are dealt with swiftly. The golden rule is to make the clients experience with your company as simple and problem free as possible.
- The General principles for providing excellent customer service. Consumers can sometimes pay a lot for a service or product. It is important that you or your staff are competent and have knowledge of the service or merchandise, the cost, terms, conditions, guarantees. The client will be reassured and feel comfortable if staff know what they are talking about. Further, if you can’t supply an instant answer always assure the customer you will find out promptly. The general rule is, never make a promise unless you know you can deliver on it.
- Develop listening skills. There will always be someone who will be difficult to please. In such situations, it is important to listen without interrupting. An excellent tip for good customer service is to be warm and friendly as this will help to build a rapport. Also try to understand the individual’s problem as it will make them feel valued.
- A staff members guide to dealing with difficult consumers
This can be tricky for most staff, but there are a number of key tools that can be used to help resolve a difficult issue. For example-;
– Always listen and take an interest in what is being said as some clients will be heated or upset and need to let off some steam.
– Remain silent until the customer is finished as it will help to calm things down allowing you to reason with the person concerned.
– Record what the customer is saying as it will reassure him or her you are interested and will help to calm the situation
– Offer an apology for what has happened and assure him or her you will help to sort the matter out promptly.
– It is most important you try to sort the matter out as fast as possible.
The perception of a good experience begins in the first moment, the first second the customer comes into contact with anyone in our organization.
The customer is not an interruption, or a routine task we have to deal with. The customer is the objective, the reason we are in business.