Customers are kings; every business needs to provide excellent customer service because that is the only avenue customers’ use in expressing their feelings about whatever services you render to them. Customer service is not just a department; it is the lifeline of any business that wants to survive and become great. Be sure that great service leads to delighted customers, and that also leads to a prosperous business. Even as every business would want its representative to be passionate about handling their customers, most of the great companies you find today still face the challenge of how to motivate their employees to imbibe the service attitude. Most employees don’t have the understanding that customer service job is more of will than skill and the lack of drive among them is mainly because of malnourished egos.
However, the world market is now larger than what you can imagine, and stakes are so high. Thus they have realized that if a business wants to be happy with its external customers, it should be ready to pamper its internal customers too. Hence, service is all about a company trying to see the best ways to deal with buyers and manage egos.
We trust the following points will help you understand how to provide excellent customer service and will assist you in defining your workable strategy for servicing your customers.
Be accessible: the first thing that comes to the mind of a customer thinking of patronizing a product is they want to know if they could easily access your customer service. As a service provider, you have to create different ways that your customers can use to reach you easily like through phones, email, social media e.t.c all available on your website.
Be passionate to deliver excellent customer service: when you have a passion for the work you do, you have gotten the solution to all miseries. The more we are passionate about giving excellent customer service solutions to customer’s problems the better we get with our life skills.
Know your product or service: you need to understand the nature of your business before you can know the best way to provide excellent customer service. Beware of the most common question that customers love to ask and the best answers you can give to leave them satisfied.
Be friendly: always give a smile to your customers; it makes them happy and comfortable to express their feelings towards your service most especially in a face to face situation. At first sight, give them a warm greeting and when approaching them on the telephone, approach with a smiling voice, so make sure you are ready to be friendly.
Train your staffs: it is essential you train all your co-workers not just the customer service employee the way they should address problems from customers. It is necessary you provide training that gives your staff the tool needed for them to carry out excellent customer service through the entire customer experience.
Never argue with customers: customers will never allow you to win an argument with them. What we mean in essence is that customers don’t want arguments when they make a complaint, they tend to get frustrated, and you risk losing them forever if you argue with them. We all understand that most of the times customers used to be wrong, but it’s not a good idea when you start to defend yourself. You must focus on providing a solution to your customer’s plight and see how you can best resolve the situation.
Admit to your mistakes: every human is bound to make mistakes, customers are wrong most of the time does not mean you can’t be wrong or can’t be corrected too. When you are accused of a mistake, don’t deny it or try to maneuver it. Admit them, apologize and do whatever it takes to make the situation right.
Respect your customers: most of the times, customer service involves emotions. So it’s essential you and your colleagues handle your customer service task with caution and respect. Never allow your emotions overtake your desires to see your customer walk away unhappy.
Ask for feedback: you will be surprised with the kind of response your customers will give you when you thought of asking for their input on how you went about solving their problems. When you ask them of their opinion concerning your product/service, their response will make you know the areas you need to improve your business. You can use customer surveys or feedback forms or questionnaires, making it standard practice when they are completing their orders.
Use the feedback you receive: whenever you receive feedback from customers, take your time to look into it, or you set up a body that will always look into the feedbacks for you. Excellent customer service always usually involves consistently checking in with your customers and making sure they are happy not only with your service but also some other aspect of transacting with you. If you can address those areas successfully, you are on your way to becoming an excellent customer service provider.
Every business owners have a way of going about their business, but remember that whatever activity you do you have competitors too. In this process, you need to upgrade your business from time to time and try as much as possible to integrate your customer’s data. Customer’s data integration is significant as it helps an organization in getting a 360-degree picture of a customer. Collecting your customer’s data can come in many forms like sales data, viewership data, customer service data, website data, and many other data sources that tell more about specific customer experience. Understand that at times tasks like this may require outsourcing that is why you may be in need of external hand to help you manage your customer’s database.