TOP Tips for making your Customer Service AMAZING
Nobody wants to be ordinary and everybody wants to feel special at some point. Valued customers are the greatest customers; they recommend you to friends, family and colleagues whilst being repeat buyers. Here are our top tips for making your customer service amazing and creating a fantastic customer community:
Listen to your customers and their feedback: When a customer gives you feedback, whether it be positive or negative, always consider acting upon it. You’d be surprised how often a company will disregard the words of their customers only to lose them later to competition. Always remember to let your customers know that you appreciate their comments – after all, you’re getting free advice from the people who you’re trying to sell to!
Reliability is key to repurchases: Make sure you and your staff know what the customer expectations are and be sure to live up to them. Don’t think that you’re going to make every customer you ever have happy, but aiming to do so isn’t bad for the company. Leave yourself some slack to be certain that you can deliver in the stated deadlines – never risk a delay. The old saying comes to mind here – ‘under-promise and over-deliver’. We can think of a company that lost a customer by promising a 5 day window and completing it in 3 days…
Honesty is the best policy: nobody likes to think they’re being misled or sent away with poor excuses. Always aim to help your customers, not to just force a sale or get a complainer off the phone. Honest businesses will always be successful – building good reputations and getting repeat business is a reward for honesty.
Be positive, feel good about your business: a friendly, can-do attitude goes a long way, especially in the workplace. If there’s a problem, don’t complain or worry about it, you’re going to resolve it – that’s a positive! The customer should leave your establishment feeling good about any interaction with your business – that’s how word-of-mouth was born many years ago and it lives on today.
Be professional: if you’re dealing with an unhappy customer, the temptation to get defensive is too much for some – ‘well, it’s not our fault, this happened and then that happened, our suppliers let us down, it was out of our hands’, and so on. Don’t think for a second that this’ll be what the customer wants to hear – the customer doesn’t want to hear excuses; they just want a resolution, just like you would in the same situation. Throwing in a little extra always goes down well too, especially if it ‘wasn’t your fault’.
Fast paced service has become the norm: In the age of instant online communication, people expect queries to be answered twice as fast as they would’ve 15 years ago. As technology advances, so does the options they have to contact you on. Due to modern global use of the internet, they could be contacting the company through several different social media channels besides being on the phone and typing out an email. Neglecting one for too long will result in unhappy, unanswered customers.
Have a heart: The ‘script’ doesn’t come into play now, talking to customers as the individuals they are is important. Local, smaller businesses can do this better than any big company, as they have a better level of customer knowledge and personalisation. Use it to your advantage – it’s a big selling point for customers tired of the same sales script and the constant ‘you’re important to us, so please wait in a queue for the next 30 minutes.’
What do you think is the key to amazing customer service? Share your tips in the comments below.