How do you deliver excellent customer service in your business?
Looking for advice from people who serve people well. Customer service is something that ensures our customers hang out, continue to buy from us, and keep coming back.
Often we forget that the people we are serving have a story playing out and we are stepping into it. Be kind and gracious, always.
Take the high road. Instill value in your product by valuing the person you are selling to.
Ask questions and listen to the answers. Be personable, take notes if you need to.
People will return when they feel as if they were important, heard, and valuable. Taking the extra time to get to know someone will leave a lasting impression.
On the other hand not everyone wants that extra step, in which case, quick service that is done with joy in a job well done will also leave an impression.
Don't just solve problems, find out ways that you can make sure those issues don't happen again.
Let your customer feel as if they are part of the solution.
While it's an oldie, it still holds true - under-promise and over-deliver. We are in such a rage to point out all of our attributes that often we forget to make sure we measure up. This is in all avenues of business and personal life. Make sure you are more than you say, people will discover the truth and they will reward you, but they'll destroy you if you're less.
I agree with Jessica-service is everything.Defining excellence in Customer Service begins with a simple core value--customers are the lifeblood of every single business. Treating prospects with loyalty and respect, even before they become customers and are merely in the informational stage, is how you acquire them, and ultimately how to make them stay. Exceptional customer service fuels evangelism. Evangelists are the people who will help you leverage, broaden, and mature your brand.
Customer service is everything. A clean store/office, pleasant knowledgeable staff, answering the phone in two rings or less with a friendly demeanor (and not putting people on hold, if you can help it). Customer service is the entire buying experience, soup to nuts. Whenever I manage a team, I try to emphasize how every action, every comment-- when interacting with a customer or on behalf of a customer or around a customer-- is customer service. Customer service is NOT just when there's an issue or problem. It's sort of a general answer, but one that I think is important. If more businesses thought this way, there'd be better customer service in the world! Without our customers, we aren't working. We don't have customers unless they have a superior experience.
Believe it or not, I do. How they sit (if they're sitting-- for example, my front-desk people), how they hold their arms (don't cross them!), even how they stand! It makes a big difference. After more than a decade in healthcare, a quick touch on the shoulder goes a long way, too. (Although it's inappropriate in other fields/environments). I tell my team they are walking, talking billboards for our company when they are at work. It is CRUCIAL they represent us in a good light with every action they take.
Delivering excellent customer service have few key points to consider according to me.
1 Product knowledge
If you have good product knowledge you will always going to deliver great customer service. By having product knowledge you will confident.
2 Good Communication Skills.
That's one of the integral part of customer service. Knowing any language is not enough in customer service your choice of words and statements could make huge difference.
3 Feed back
You should be open for customer feed back by conducting small survey can also hep your.
4 First time resolution of Solution
Fist time resolution is very important thing.
Nowadays excellent customer support is vital for all companies. Foremost, it would be difficult for a company to survive without good customer service, as there would be no one available to handle payments or answer questions from prospective customers and satisfy all customers wants and needs. I think that the great decision will be to use professional outsource customer support services for your business. Companies like Wow24-7 can do everything instead of you.
Emails were the biggest headache for us. Communication would just get buried under emails.
To improve our process, we took two significant steps which helped streamline our customer care service towards clients:
1. A Project Management Solution to collaborate better with clients. We earlier used MS Project but it did not have a lot of collaborative features. We were looking for something where clients relied minimum on emails and maximum on a system where every single communication is well laid out. We zeroed in on team work to improve our process. Customers have never been happier as all teams are there on the solution we use for better collaboration.
2. Proactive Approach to problems. 8 out of 10 times the teams working with clients are more dependent on reactive approach than proactive approach to work with clients. We started working on a model where we would determine the worst-case scenarios before work was delivered to clients and would be prepared with “fail cases” beforehand. It did cut out our time of resolving issues as and when they came.
Improving customer retention and satisfaction has helped our business grow tremendously in last few years.
I guess technology played an important role in streamlining our customer service.
We deliver excellent customer service through the experiences we create for our clients and in turn advise them on how to create the most memorable experiences for their customers. We are also passionate, authentic and professional about each project we take on which resonates with clients and their customers! And, we practice what we preach in how we treat each other as well as our customers. We believe and we care and we know that making people feel "GOOD" at each point of contact is the absolute KEY!
As a website designer, one of the things I used to do was to offer a 30-day unconditional no-questions-asked money-back guarantee. I had to seriously reconsider that policy when I had a customer who loved her website and referred people to me but then cashed in her guarantee and never told me what I could do to make things right.
Now what I do is I will make a website with no money down and then only ask for the money for hosting when they say they love the site.
I think this approach is really radical and crazy in many ways but it has worked well!
I am of the opinion that good customer service is not so much something that can be taught to people, but more like a "trait" that good customer service people are born with. I have worked in customer service type jobs in many different industries over the last 25 years, to include restaurant, retail, and government. To me, one of the biggest factors is that the people you have providing customer service MUST like what they are doing. If they enjoy servicing other people, this will show through their attitude and mannerisms when dealing with customers. It is very easy to see when someone doesn't want to be where they are or doing what they are doing, and it is also easy to see through fake enthusiasm. Another factor is the ability of employees to put themselves in the customers position, and serve/treat that person the same way you would want to be treated. You want to be greeted by a friendly person, greet your customers that way. Want prompt service, provide it.
None of this is scientific, mostly common sense and my beliefs on this matter. Nothing fancy.