Good Customer Service - 8 Ways to get it right!
We’ve been talking about Customer Service in the Business Support Group – kind of a refresher course. We talked about phone etiquette, always showing up for appointments, calling if you’ll be late, working around the customer’s schedule, not yours. Simple things really, but so easy to forget.
The competitive business market today requires all businesses to instill good customer service skills in their work force. Without good customer service skills it becomes difficult to retain a regular and consistent customer base because the customers you do get will walk away dissatisfied. The positive feedback from customers trickles through the entire social network of that customer. If you need the refresher course – check out the following 8 reminders (thank you to SB Info Canada). And if you have more, send them to me so I can share them with our readers.
1) Answer your phone. Get call forwarding. Or an answering service. Hire staff if you need to. But make sure that someone is picking up the phone when someone calls your business.
2) Don’t make promises unless you WILL keep them. Reliability is one of the keys to any good relationship, and good customer service is no exception. Think before you give any promise – because nothing annoys customers more than a broken one.
3) Listen to your customers. Can the sales pitches and the product babble. Let your customer talk and show him that you are listening by making the appropriate responses, such as suggesting how to solve the problem.
4) Deal with complaints. Give the complaint your attention, you may be able to please this one person this one time - and position your business to reap the benefits of good customer service.
5) Be helpful - even if there’s no immediate profit in it.
6) Train your staff (if you have any) to be ALWAYS helpful, courteous, and knowledgeable. Give every member of your staff enough information and power to make those small customer-pleasing decisions, so he never has to say, “I don’t know, but so-and-so will be back at...”
7) Take the extra step. Whatever the extra step may be, if you want to provide good customer service, take it. They may not say so to you, but people notice when people make an extra effort and will tell other people.
8) Throw in something extra. Whether it’s a coupon for a future discount, additional information on how to use the product, or a genuine smile, people love to get more than they thought they were getting
If you apply these eight simple rules consistently, your business will become known for its good customer service. And the best part? The irony of good customer service is that over time it will bring in more new customers than promotions and price slashing ever did!
The competitive business market today requires all businesses to instill good customer service skills in their work force. Without good customer service skills it becomes difficult to retain a regular and consistent customer base because the customers you do get will walk away dissatisfied. The positive feedback from customers trickles through the entire social network of that customer. If you need the refresher course – check out the following 8 reminders (thank you to SB Info Canada). And if you have more, send them to me so I can share them with our readers.
1) Answer your phone. Get call forwarding. Or an answering service. Hire staff if you need to. But make sure that someone is picking up the phone when someone calls your business.
2) Don’t make promises unless you WILL keep them. Reliability is one of the keys to any good relationship, and good customer service is no exception. Think before you give any promise – because nothing annoys customers more than a broken one.
3) Listen to your customers. Can the sales pitches and the product babble. Let your customer talk and show him that you are listening by making the appropriate responses, such as suggesting how to solve the problem.
4) Deal with complaints. Give the complaint your attention, you may be able to please this one person this one time - and position your business to reap the benefits of good customer service.
5) Be helpful - even if there’s no immediate profit in it.
6) Train your staff (if you have any) to be ALWAYS helpful, courteous, and knowledgeable. Give every member of your staff enough information and power to make those small customer-pleasing decisions, so he never has to say, “I don’t know, but so-and-so will be back at...”
7) Take the extra step. Whatever the extra step may be, if you want to provide good customer service, take it. They may not say so to you, but people notice when people make an extra effort and will tell other people.
8) Throw in something extra. Whether it’s a coupon for a future discount, additional information on how to use the product, or a genuine smile, people love to get more than they thought they were getting
If you apply these eight simple rules consistently, your business will become known for its good customer service. And the best part? The irony of good customer service is that over time it will bring in more new customers than promotions and price slashing ever did!
Labels: business support, customer service
posted by Laura @ 1:03 PM
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