In today’s marketplace, customer service is what sets you and your business apart from the rest of your competition.
Customer service is more than just filling an order or completing a service. Customer service is how you treat each and every customer that you and your business come in contact with. As customers have many options when looking to purchase a service or product, customer service should be at the very top of your list for a marketing plan.
To gain loyal customers who return for repeat business, your customer service needs to be exceptional, not just sufficient.
Use these six steps to boost your customer service and stand out from your competition.
1. Competent Knowledge of Your Product or Service
Knowing your product or service inside and out is imperative to selling it. If employees are hired to answer questions on the phone, are helping customers at the front desk, or are working on the sales floor, all should have more than a rudimentary knowledge of your product and service. A customer wants to speak with someone knowledgeable about what they want to purchase, whether it is pricing or details. Employees can always call on you for a specific question if they don’t know, but they should not be calling on you to answer all the customer’s questions.
Train your employees from day one and continue with their training. Employees who are trained competently show more self-confidence and are more comfortable when helping customers. Confidence in yourself and your employees will also go a long way in building customer trust in your business.
2. Willingness to Learn
Willingness to learn is not only important for employees that you hire but also to keep in mind your own willingness to learn. Learning as much information as you can about your industry will keep you on the edge of new advances in your field. Lagging behind your competition, by not taking the time or not being willing to learn new information, can be disastrous for your business.
Knowledge will give you a competitive edge over your competition and will make a difference to your sales. Do your research and identify your target market. Take the time to learn who your competition is and how are they selling their product. What is their advertising strategy? Don’t hesitate to give them a call or go into their establishment and check out their customer service. What are their strengths and weaknesses and how can you make your business stand apart from theirs?
3. Strong Communication Skills
Oral and written communication skills are in the top 10% of desirable skills in business and will be the key to your business success. When communicating with your customers always be courteous, clear, honest, and carry out what you say you will do. If you are not sure you are able to complete something, don’t say you can. It is always better to under promise and over deliver than to promise and fall short.
Communication skills also improve the morale of employees, which ultimately affects your customers. When leaders quickly and easily discuss changes in their product or service or changes that may affect the employee’s workday or job, the employee has less frustration and confusion as to what is expected of them. An employee that is keep up to date on the business’ inner workings will have a better attitude that is reflected as a positive attitude with your customers.
4. Give Your Customers Your Undivided Attention
There is nothing worse than being waited on by a sales associate that doesn’t look up or say hello, listening to someone eat while they are talking with you on the phone, or someone who is obviously multitasking while they are supposed to be helping you. These are major peeves of mine and I personally find them very discourteous.
Good customer service involves acknowledging the customer, looking the customer in the eye when they are speaking, being an active listener and not monopolizing the conversation. Give your full attention to the customer when they are speaking. Be aware of the customer’s tone of voice on the phone and to facial expressions and body language when in person. When the customer is finished speaking, paraphrase what was said and give them feedback to make sure you understood your customer’s needs and priorities.
Though it may be hard to hear that you have a dissatisfied customer, it will happen. Listen closely to these customers, don’t fake paying attention and don’t brush them off. One, these customers will know you are insincere and two, these customers may have a valid point that your business is falling short in a specific area.
5. Patience
Patience is a skill that needs practicing every day. Even then, patience does not come easily to some and may never come to others. By working on your patience, it will help you to avoid making impulsive and possibly inappropriate and costly decisions. Focus on staying calm to help you remain in control of a difficult situation when customers are pushing you to say or do things you would not normally agree to.
Patience is waiting, watching, and knowing when to act and it is a learned skill. Mentally step back from the situation and listen to what the customer is saying. Use your active listening skills and really hear what is being said. Often customers want to voice what is wrong and they want to know that you are acknowledging that fact. Only by keeping your patience you will be able to honestly acknowledge the perspective of your customer, treat the customer with the respect they deserve and let them know their opinion is valued by you.
6. Customer Loyalty
Forming a lasting relationship with a customer is based on a customer’s emotions when they interact with you and your employees. If a customer has good feelings about working with you and your business, they are more apt to return as well as give your name as a referral to a friend. However, if a customer is not greeted coming into your store or is treated brusquely or rudely on the phone, they will associate negative feelings with your business and you will have lost a customer before ever gaining them as a customer.
It is important to remember the emotional connection of the customer to the product and service you are offering. If a customer is dissatisfied with your business or service, they will be very likely to share that unhappy experience with family and friends. It is a psychological fact a person’s brain will remember something negative more strongly than something positive. If at all possible, do not let your customers have a negative experience of you or your business as it could have far-reaching consequences.
What do you think is the best aspect of customer service?
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