How do you deliver great customer service to make your company stand out amongst the crowd? What makes people say they received amazing customer service? Is it a matter of speedy service or big smiles delivered from staff? Is there more to it?
It turns out that there are some unwritten rules to follow to deliver great customer service. These include being a good listener, knowing how to apologize and giving more than expected. Good customer service is crucial to customers since they are the most vital asset to a company.
It should be a part of the job day in and out rather than an extension or department of the company. Here is a look at 10 ways to have incredible customer service that will satisfy your customers regardless of their mood.
Good Listening Skills
Make sure you and your staff all have good listening skills. Take the time to allow your guests or customers to explain their frustration, question or request. Your customers want to feel heard, appreciated and comforted in knowing that you are going to do something about their problem. Listen to their words and tone and watch their body language. Be careful to never make assumptions, and always show them undivided attention.
Make Customers Feel Important
Your customers are sort of like your boss. They are paying your salary, which means their needs matter most. Your business’s goal is to service your customers, so you need to make sure you understand what they want and truly listen to them.
They make your job possible, so make sure they feel important and appreciated. Make it a personalized experience by using their name, complimenting them and always being sincere. Always looks for ways to help your customer when a reasonable request is made, because customers appreciate the power of “yes.” They want to know that working with your business is easy, because you’ll figure out a way to make things happen and you always follow through.
Try to give more than what is expected. It will make you stand out when you give customers something they aren’t going to get elsewhere. Show that you care by following up and thanking people even if they don’t purchase from you. You can keep customers happy by giving more than expected and elevating yourself above the competition.
Learn to apologize when something goes wrong. Customers love it and it’s easy to do. Even if the customer isn’t always right, they still want to win. Let them complain and value their complaints so that you can improve as a company and your customers feel heard.
Make sure you are also doing the following:
- Share the outputs of customer satisfaction surveys
- Decide on a system to determine how to manage unhappy customers
- Equip your staff with good emotional and customer service skills
- Encourage staff to own up to problems
- Reward your staff when they implement good customer service
- Get regular feedback from customers on how to improve
Use these 10 tips to gain great customer service. In the end, the customers are what keep your business running.