Providing a note-worthy customer service is no easy feat for any business. Good customer service creates loyal customers and it goes beyond selling your products and services.
For the second part of this article click here to read: Providing Excellent Customer Service: Part 2…
Here are more tips and tricks to provide good customer service for any type of business.
Pay Close Attention
Attentiveness means being able to actively listen. It is a sign of respect, letting the consumer know you’re willing and happy to help. It is also the best way to connect with your client, one of the very valuable customer service skills.
In any relationship, listening does a lot of wonders. So listen, even if it means letting your targets talk uninterrupted. Then ask the necessary questions later, keeping in mind the things they said. Summarize what they just told you about their problem/needs/wants and repeat it back to them so that they know you fully understand what they need.
Listening can tell you directly or give you clues of what the target buyer really wants or needs. You get an idea through both his/her verbal and non-verbal communication. Listening helps you gauge what assistance you may be able to give and what level of assistance. If you “listen” hard enough, you may also indirectly receive feedback on your work.
It doesn’t really matter how big or small the concern. What matters is the service.
When a customer contacts you, it is an invitation for communication. And so, répondez s’il vous plaît (RSVP), or “please respond”. Your answer is usually needed ASAP. You must be responsive to messages, particularly queries. Do not be unresponsive if you don’t want your contacts to do the same to you. Ignoring a contact is a fast way to lose that contact.
Don’t know what to say? Say you are currently looking for the right solution to the issue and promise to get back to your prospective client as soon as you have the answer. That is better than nothing, and it saves the relationship. Do keep in mind your promise. Get that answer and get back to him/her soon. Do not let the problem drag on.
Make Things Clear
As stressed, you must clearly understand the needs of the customer by listening well and asking questions pertinent to the person’s issues. This is a way to gain their trust.
To assist better and show credibility, volunteer information on the pros and cons, the strengths and weaknesses of your product or service. The prospect will know that your providing balanced recommendations reflects your honesty, non-bias, and commitment to finding the best solutions.
Contrary to the popular belief, sounding too smart doesn’t equate to giving a good customer service. Avoid the jargons, techno-babble and specific acronyms and abbreviations. Not unless you are conversing with someone with an industry-related background, there could be lots of words that can be lost in translation. Use more common words and mention terms, titles, and names fully to avoid confusion.
Keep things simple. Be perfectly clear. Leave no stones unturned. Leave no doubt.
Good customer service + quality product = happy customers. The goal should be to do it constantly. Making customers purchase your products and services is one thing, and making them keep coming back for more is another. These tips are maybe some of the oldest tricks in the book, but if you do these successfully, expect great reviews from your loyal customers for the good customer service you offer.