Rules for Superb Customer Service
We’ve all heard the mantra that customer satisfaction is imperative when it comes to running a business. In fact, customers are the lifeblood of any business, large or small. That’s why maintaining and, in some cases, improving customer service is imperative to any company. Let’s review some rules for keeping your customers satisfied and loyal to your brand.
Most companies already have a customer service policy in order to maintain strong relationships with their customers, but a smart company will always ask the question, “What is good customer service?” This is especially true as touchpoints with clients and customers become more technology driven.
Deal with Complaints
We know it is no fun, but handling complaints head on is the best way to turn a disgruntled customer or client into one that may value your efforts to make things right again. This is critically important in our social media driven world where one post about a bad experience could spread like wildfire. Sites like Yelp, Google Reviews and other online review platforms should be monitored so you can make things right with a customer as soon as possible. Be sure that you respond online as well as through other more personal avenues to show others who are reading that you value your customers’ experiences and are trying to rectify the situation.
Know Your Product or Service
Honestly, every person who deals with clients or customers should know the intricacies of your product or services. When a customer has a question or problem, a customer service agent should be able to talk him/her through the issue easily. That means knowing the product forward and backward and being trained on potential issues that could arise. For service-related fields, agents should understand what the service entails and what it is limited to including a warranty policy.
The Ability to Read People
Reading a client’s emotional state is important to being able to successfully help them. If you are face-to-face, body language and eye contact should be fairly easy to pick up on. On the phone or even through an online chat, things get a little more complicated. Look and listen for subtle clues about the client’s current mood, patience level, and personality. This will help you go far in keeping your customer interactions positive.
Survey Your Customers
As your company grows and evolves, it may be worth your time to take a gauge of how well you are really doing in terms of customer service. A short survey could give you some insight into both what is working and what could use improvement.
Need more information on providing superb customer service? Check out our workshop on this topic September 20, 2019.