Principles of Great Customer Service – Part 1
Principles of Great Customer Service – Great customer service means helping customers efficiently, in a friendly manner.
It’s essential to be able to handle issues for customers and do your best to ensure they are satisfied. Providing great service is one of the most important things that can set your business apart from the others of its kind.
To ensure you provide the best customer service:
– know what your customers consider to be good customer service
– take the time to find out customers’ expectations
– follow up on both positive and negative feedback you receive
– ensure that you consider customer service in all aspects of your business
– continuously look for ways to improve the level of customer service you deliver.
The following are some of the main elements of good customer service.
Customer relationships
To build good customer relationships you need to:
- greet customers and approach them in a way that is natural and fits the individual situation
- show customers that you understand what their needs are
- accept that some people won’t want your products and concentrate on building relationships with those who do
- help people – even just letting a customer know about an event that you know they’re personally interested in is helpful
- continue to keep customers aware of what’s in it for them to do business with you.
Staff
If you want to provide the best customer service, all of your staff need to have good communication and sales skills. You will also need to show leadership by personally providing excellent customer service at all times. Learn more about the sales process.
Complaints
Listen to customer complaints; you may learn something about your product or service. Let customers know that you appreciate feedback.
Overcome any objections. Listen to what the customer is objecting about (often price, merchandise or time). Confirm the validity of each concern and offer a solution. Find out more about managing customer complaints.
Products
Know your products – where everything is located, brand names, place of manufacture and price. The more you know, the more confidence you can build in the customer.
Recognise product features. Turn these features into benefits for the customer. Ensure your staff can tell customers about the product features and benefits.
6 Qualities of a Top-Notch Customer Service Rep
1. They are emotionally intelligent
When a customer service rep is able to demonstrate sincere empathy for a frustrated customer, even just by reiterating the problem at hand, it can help to both placate (the customer feels heard) and actively please (the customer feels validated in their frustration).
2. They are problem solvers
Customers don’t always diagnose their issues correctly. It’s up to the support rep to take the initiative and reproduce the problem before navigating a solution. That means they need to intuit not just what went wrong, but also what action the customer is after. For example, if a customer is having trouble resetting their password, their intended action is to log into their account. A good customer service rep will anticipate that need and might even go the extra mile to manually perform the reset and provide new login details, all while educating the customer on how they can do it for themselves in the future.
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Keep an eye out for Part 2 of Principles of Great Customer Service …
To your success
Kevin Hargraves