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.
These are our 12 Laws of Customer Service -
Before we begin, be sure to know who is the boss. You are in business to service the needs of customers, and you can only do that if you know what it is your customers want. When you truly listen to your customers, they let you know what they want and how you can provide them good service. Never forget that the customer pays your salary and makes your job possible.
1. Be a Good Listener
Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying. Listen to their words, the tone of voice, body language, and most importantly, how they feel. Beware of making assumptions - thinking you intuitively know what the customer wants. Do you know what three things are most important to your customer? Effective listening and undivided attention are particularly important on the showroom floor where there is a great danger of preoccupation - looking around to see to whom else we could be selling to.
2. Identify and Anticipate Needs
Customers don't buy products or services. They buy good feelings and solutions to problems. Most customer needs are emotional rather than logical. The more you know your customers, the better you become at anticipating their needs. Communicate regularly so that you are aware of problems or upcoming needs.
3. Make Customers Feel Important and Appreciated
Treat them as individuals. Always use their name and find ways to compliment them, but be sincere. People value sincerity. It creates good feeling and trust. Think about ways to generate good feelings about doing business with you. Customers are very sensitive and know whether or not you really care about them. Thank them every time you get a chance.
4. Body Language Is Key
On the show floor be sure that your body language conveys sincerity. Your words and actions should be congruent.
5. Understanding Is Crucial
Help customers understand your systems. Your organization may have the world's best systems for getting things done, but if customers don't understand them, they can get confused, impatient and angry. Take time to explain how your systems work and how they simplify transactions. Be careful that your systems don't reduce the human element of your organization.
6. Appreciate the Power of "Yes"
Always look for ways to help your customers. When they have a request (as long as it is reasonable) tell them that you can do it. Figure out how afterward. Look for ways to make doing business with you easy. Always do what you say you are going to do.
7. Know How to Apologize
When something goes wrong, apologize. It's easy and customers like it. The customer may not always be right, but the customer must always win. Deal with problems immediately and let customers know what you have done. Make it simple for customers to complain. Value their complaints. As much as we dislike it, it gives us an opportunity to improve. Even if customers are having a bad day, go out of your way to make them feel comfortable.
8. Give More Than Expected
Since the future of all companies lies in keeping customers happy, think of ways to elevate yourself above the competition. Consider the following:
9. What can you give customers that they cannot get elsewhere?
What can you do to follow-up and thank people even when they don't buy?
What can you give customers that is totally unexpected?
10. Get Regular Feedback
Encourage and welcome suggestions about how you could improve. There are several ways in which you can find out what customers think and feel about your services.
11. Listen carefully to what they say.
Check back regularly to see how things are going.
Provide a method that invites constructive criticism, comments, and suggestions.
12. Treat Employees Well
?Employees are your internal customers and need a regular dose of appreciation. Thank them and find ways to let them know how important they are. Treat your employees with respect and chances are they will have a higher regard for customers. Appreciation stems from the top. Treating customers and employees well is equally important.
I will list just some few points that I already applied and works for me.
1. You need to welcome them properly. Whenever a customer comes into your store or office for an enquiry about your products. They really want you to satisfy them and please them with all what you have. What you just need to do is ask for what they want and attend them gently just as if you are training your 1-year-old baby how to walk.
2. You must give enough description (
3. Do not drive them away with what can't buy, rather show them different samples with price tags and let them know the difference.
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!