A happy client is a satisfied customer. He is always right. These are few things which we have heard often. Is it true for everybody? Does your salesperson make you feel like this? Great customer service is actually about making your customer feel like a million dollar. It is like treating them with understanding, friendliness and a helpful attitude to make them comfortable.
Their positive attitude and willingness to serve becomes a reflection of their own personality. Exceptional service starts with a cheerful greeting and ends with a long-lasting impression with impeachable services in between. Determining their needs and solving their problems efficiently will result in a satisfied customer.
1) Be accessible and friendly
In a face-to-face situation with a customer, your attitude and behavior matter a lot. A warm greeting, friendly smile, enthusiastic approach and courteous dealings are the ways to deliver great customer service. Escorting a customer personally so as to help him in fulfilling all his demands is being friendly.
Your customers must find you approachable so that they can contact you to solve their queries. If you are part of an organization team then make sure that all the communications channels like social media, email, phone are open at your end. If you are part of a team handling personal services then make sure that you handle transactions personally and efficiently.
2) Focus on customer relationship
Yes, you have been appointed to boost the sales of your company but are you aware that it is only a short-term goal. The long-term goal is in cultivating a fruitful relationship with a customer so that he returns back and keeps on maintaining the professional relationship.
A satisfied customer will go a long way in creating further sales figures so keep your focus on customer relationship if you want to deliver great customer service. Customers love personalized services as it makes them feel important. If it is a regular customer remember his/her name and act accordingly. If it is a new one make him feel that he is most important to you and help him in all queries. This will prompt a better understanding and will lay the foundation for long-term relationships.
3) Trained staff
There is a distinctive difference in the modus operandi of a trained and untrained staff. Interacting with customers and solving their problems is an art that needs to be cultivated. Make initial training programs a compulsory activity so that the employees can learn the ropes and become efficient. Trained staff is empowered to make viable decisions in an instant so as to deliver great customer service. Make your company rules, regulations and service principals clear to your employees so that they can offer the best services.
4) Respond in a timely manner
When a client asks for something be sure that it becomes a priority and that you handle it in a timely manner. Deliberating to do or not to do is not appreciated in any circumstances as everybody is in a time-sensitive zone and wants instant action.
If circumstances are such that you cannot help at that particular time, respond and inform that the queries will be answered within a reasonable time frame. Customers are generally very accepting and if you are clear at the beginning then they will follow through at your convenience. Responding in a timely manner via personal approach, emails, messages, and calls is a great way to deliver customer service promptly.
5) Listen to what a customer says
In times of distress what a customer wants is to be heard. One way to deliver great customer service is to listen attentively to what the customer has to say. Never defend yourself or the action of your company. If something wrong has happened, apologize and try to solve the problem and show you are sorry for the inconvenience caused. This attitude will win lots of hearts and the customer will be able to forgive and forget. Listening is an important form of communication and it is important that you do so and then offer suggestions to fulfill their needs and expectations.
6) Treat customers with respect
Respect cannot be demanded it is earned via your behavior and attitude Never ever lower yourself to bad behavior even if a customer is complaining or is rude in the extreme. Patience is a virtue that you need a lot when dealing with such clients. When you are talking to someone politely and with respect even if he is angry after some time your positivity will affect him and he will change his behavior accordingly. If you genuinely feel that someone is crossing the boundaries let them know in a professional and cordial manner. Treating customers with respect and maintaining your professionalism is one way to deliver great customer service.
7) Honor your commitments
It is very irritating if you fail to keep your promises. When you make a commitment you are honor bound to complete it in a timely manner. If you have promised to call on Tuesday do so without fail and if you told someone that you would be sending the information by the next day do not make him wait as he is expecting prompt action from you.
If you want to deliver great customer service it is important that you follow through and maintain the trust between a customer and service provider. From the viewpoint of a client, it is simply annoying to wait for the required information and consequent action. So it is best if you keep your promises and honor your commitments within the given deadline.
8) Go the extra mile
Going the extra mile for a client will earn you brownie points both from your client and the management. In most cases, it does not take a lot of effort or time just a few minutes extra and everyone is happy. Yes, you have the option of doing or not doing it and it is your prerogative but if you do so then you are making a client happy and creating a long-term relationship with him that he will acknowledge by returning back again and again. A customer is for life and if you can make him yours by going the extra mile then why not as it takes only persistence and patience to do so.
9) Know your product and services
You can only deliver great customer service when you are aware of every product of your company and are trained to handle it via impeccable services. Be aware of the most common questions that a customer can ask and make your preparations accordingly. It will look very foolish if you are unable to answer even basic questions. It will reflect your own incompetency and highlight the organization’s failure. It is important that you keep yourself updated so that you can help your client to the best of your ability.
10) Encourage feedback
An integral part of delivering great customer service is to encourage feedback from customers. It will actually help you in gaining important insight from the customer’s point of view. What are the things which a customer liked and what were the things that irritated him are some important questions whose answers your organization must be aware of? Customer surveys, questionnaire, and feedback have become a common practice nowadays to gain the necessary information.
Create a team that will look into these matters seriously. Feedback is not just a formality. Do not think that every other organization is doing it so will I. Make sure to understand the areas of concern and act in accordance so that the customers become satisfied and are encouraged to come again for another visit. Reviewing feedback at regular intervals, identifying the errors and making specific changes is an integral part of good customer services.
