Customer Service is not just a department. It is the life line of any business. In today’s competitive market, a business cannot ignore one of its most important stake holders which are its employees. Therefore, excellent customers service is necessary. More so, customer service is one of the important aspects of your business branding.
Here are some steps towards delivering Excellent Customer Service.
Know your product
A very good knowledge of your product is an important customer service skill. You should believe in your product. If you don’t your customers won’t. You should be able to discuss features and use cases in an insightful way, and show your customers how the product can benefit them.
As a customer service representative, job is to help your customers get the most out of their purchase and feel like they have gotten true value for their money. Therefore, you have to learn everything there is to know about your product.
Be responsive, and quickly also.
There is nothing worse than no responsiveness to a customer who is trying to get help, resolve an issue, or find out more about what you are selling. Respond quickly to all inquiries. When you do not have time at the moment top look into it, assure them that you will look into it and will get back to them. Don’t leave the customer feeling ignored.
Body language is key
Allow the service attitude to radiate through our persona. How we speak to our customers is far more important than what we speak. Emotions, when expressed in the right way at the right time give us an opportunity to connect with the customer for a life time.
Listen actively
Always pay close attention when a customer is making a complaint. Listening increases the chances that you will hear their real problems and can effectively solve them, resulting in happier customers.
Listen to what they have to say without interruption. Don not assume that you know what your customer is going to say.
Your team members are as important as your customers.
Treat your Team Members the way you want them to treat your Customers
You can’t give what you don’t have. A happy customer service representative results to a happy customer. Also, provide employee training that gives your staff the tools they need to carry good service through the entire customer experience.
Ask for Feedback
Ask your customers what they think about your services. You will get more insight from their angle. Some customers might want to be anonymous. Have a feedback box or create an online form that supports anonymous submissions. Sometimes, you might think you are doing something right, whereas you are not. When you get the feedback, use them to improve the quality of your services.
Always be friendly
They say, customer service starts with a smile. When you are in a face-to-face situation, a warm greeting should be the first thing your customers see and hear when they ask for help. Even when handling customer service requests via telephone, a smile can reflect in your voice, so make sure you are always friendly
Build relationships and rapport with the customers
The biggest room of opportunity to build relationships and rapport is once the customer is satisfied. Relate with you your customers more on a closer level, and you have their loyalty.
Learn to appreciate.
Gratitude is memorable, and it can remind your customers why they patronized you. Regardless of the type of business you have, appreciating your customers after every transaction is one of the easiest ways to start a habit of good customer service.
All of the steps above combine to produce great customer service that keeps your customers loyal to you and your business. In the long run, you will earn reputation for being helpful.
My name is Chigozie Japhet. I am a content writer, and a brand strategist. I like writing, reading, researching and watching football, especially my team, Man United. i believe in working hard, and also in relaxation as all work without play, makes Chigozie a dull boy.
