Good customer service is all about meeting or exceeding the expectation of customers thereby bringing them back after every business. And about sending them away happy – happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers. In fact, it is the lifeblood of any business.
The essence of good customer service is forming a relationship with customers – a relationship that that individual customer feels that he would like to pursue. How do you go about forming such a relationship? By remembering the one true secret of good customer service and acting accordingly; “You will be judged by what you do, not what you say.”
In order to develop a good customer relationship, a business is expected to obey the following six rules:
1. Pay Attention to your customers:
You will end up losing your customers if you don’t pay attention to their complaints/demands. It irritates customers when their complaints are been paid attention to. In order to maintain a good relationship with your customers, always allow your customers express their views and show them that you are listening by making the appropriate responses, such as suggesting how to solve the problem. This makes the customer feel appreciated and valued.
2. Don’t make promises unless you will keep them.
Keeping to your words makes your customers develop trust in you and your business. If they can trust your words, they can come back for your product or services even make referrals for you. If you say you will deliver a particular good on Friday before noon, make sure you do as you’ve said. If you can’t keep to it, don’t make the promise at the first place. Also, if you have an appointment with a customer, make sure you keep to it.
3. Answer The Business Calls.
The phone is one of the avenues customers get in touch with a business so is very vital give priority to answering of phone calls. Get call forwarding. But make sure that someone is picking up the phone when someone calls your business. It is very necessary you have someone that answers the phone and not just a recorded voice or a robot. Make sure you train the person on how to answer customer phone calls.
4. Read Your Mails and Attend to Negative Online Reviews:
Many customers may prefer using the online medium to pass information to the business, so make sure you attend to your mails, complaints and reviews on the social media. Get a staff to be in charge of your online channels and make sure she gives quick response to them. When customers are attended to quickly, it makes them develop credibility for a business.
5. Give Extra Things.
Whether it’s a coupon for a future discount, additional information on how to use the product, or a genuine smile, people love to get more than they thought they were getting. And don’t think that a gesture has to be large to be effective. The local art framer that we use attaches a package of picture hangers to every picture he frames. A small thing, but so appreciated.
6. Take the extra step.
For instance, if someone walks into your store and asks you to help them find something, don’t just say, “It’s in Aisle 3”. Lead the customer to the item. Better yet, wait and see if he has questions about it, or further needs. Whatever the extra step may be, if you want to provide good customer service, take it. They may not say so to you, but people notice when people make an extra effort and will tell other people.
Time for Action
If you apply these rules consistently in your business, your business will have a good relationship with her customers. No business excels without a good customer relationship. So, is there any of the above rules your business does not obey yet, start now to make adjustments and obey them for a better customer relationship.