A business can live or die on its level of customer service, no matter how great the product or service happens to be. You need people to want to work with you and buy from you, and you need them to tell others about you because it’s the cheapest and often the most effective form of marketing. Therefore, your customer service has to be amazing at all times, and if you do make a mistake, we all do on occasion, then it’s important to own up to it, apologize, and move on. Here are some useful tips when it comes to ensuring your customer service is top notch.
Be An Expert
To give the best customer service, you need to show that your product and industry knowledge is exceptional. Position yourself as a true expert, and you will already be halfway to offering the best service to your customers in their eyes. It shouldn’t just be you either; all your staff needs to know about the product so that no matter who picks up the phone, answers an email, or speaks to a customer face-to-face, your buyers will get the same information giving in the same confident manner. If it helps, make a list of the most common questions that you think you’ll be asked and have answers ready, but remember not to sound like you’ve practiced as this can be off-putting.
Customer service should start with a smile and end with a sale, so being friendly from the start and building up a rapport with your customer is the best way to begin any discussion. When someone is asking for help, they want to be greeted with a warm smile and a feeling that they are understood. Companies such as Kor-Pak.com are experts in this, and it definitely goes a long way to showing how good your customer service skills are.
Depending on the situation, emotions can be part of the customer service process. No matter what happens, it is important to show respect, even if you are bearing the brunt of the customer’s ire. It may be that you have to bite your tongue in order not to say something that you might later regret, but if it will benefit your business (in reputation if not in a sale), then it is worth doing. Most of the time these emotions won’t be personal, so try to remember that it’s just business and always act respectfully. Your customer should walk away happy in as many transactions as possible.
Part of being respectful is to listen, and this is one of the most important things to know about customer service. A business that listens is the business that will gain most customers and most recommendations. Plus you’ll save money, and your reputation, by getting it right the first time.
Feedback is an important tool when it comes to providing amazing customer service. If you send out surveys, or even simply ask customers what they thought of your company and whether anything could be improved, it will help you immensely. You can then change things that people don’t like, and continue with the things that are working, honing your customer service skills to perfection.
Author: James Daniels is a freelance writer, business enthusiast, a bit of a tech buff, and an overall geek. He is also an avid reader, who can while away hours reading and knowing about the latest gadgets and tech, whilst offering views and opinions on these topics.