Good customer service is the gold standard by which businesses run and prosper, or slide down and fail. Advertising, promotions, offers, discounts, will bring the customer to you, but it is how well you deal with the customer, that matters most of all. They have to be satisfied and happy when they leave, and eager to come back again. Bringing customers back is the secret of success for many businesses. The very same customers will pass on positive information about you to others who may try your product or service, and on their part, become repeat customers.Your approach to customer service is the key that determines whether or not you will get repeat customers. In fact you will have to build a relationship with the customer which ensures that every individual customer feels like coming back again and again. Follow these rules consistently and you’ll be delighted by the way customer footfalls begin to increase
It is essential to always answer your business phone
No customer likes to hear a recorded message when they call your business phone. It is very important that someone answer your phone and convey the relevant information and answers the customers’ inquiries. It is better to hire staff if you find yourself too busy attending to other matters.
Be reliable – promise only what you can fulfill
Reliability ranks high in customer relationship. If you promise a delivery date for a product, make sure it is delivered on that date. Promptness is something that customers appreciate. If it cannot be done, then don’t make empty promises – be honest with them. You can apply the same rule to client appointments, deadlines, etc. Pause and consider before you promise anything – broken promises, missed deadlines annoy customers the most.
Hear carefully what the customers have to say
Often, you are so involved in your sales pitch that you tend not to hear what the customer has to say and the exact needs. Cut the sales talk and listen carefully to your customer. If the customer begins to feel that you are not paying attention, they will automatically drift away. The best way is to allow the customers to talk and also let them feel that you are paying attention and listening to them. They would appreciate it if you make the right responses, ask the appropriate questions, and assist the service or sales transaction as much as you can.
Look into customer complaints – Solve their problems
Complaints may be irksome and tiresome to you, but nevertheless, you have to look into them. It’s wise to know what fault the customer has found with your service. If you give attention to the complaint and resolve it, you will have one pleased customer who will vouch for your service. Complaints are not many if you are keen about your quality and by resolving a few complaints you will reap benefits of good customer rapport.
Give training to your staff to be helpful and courteous
This step may not bring immediate profits, but training your staff to be helpful to the customer, treating customers courteously, will be beneficial in the long run. You can train them yourself or hire some one to do it. Tell them that positive customer–staff interactions are very important for the well being of the business. Give your employees the information, power and freedom of pleasing the customer with that extra touch, something they don’t have to ask you about before making that small decision.
Go that extra mile…
It’s not just talk, about going that extra mile. You can do small things for the customer which will set you apart as being customer friendly and customer focused. If someone asks for any assistance in your store, rather than pointing to any item, you could just take that customer to the location. Whatever extra you can give by way of customer service, do it. Customers do take a note and appreciate the extra effort.
It’s the little gestures that make the big difference
It may be just a small coupon, a discount on future purchases, or a booklet on product usage, or a smile and a warm thank you that will win you a lot of goodwill. Your gesture need not be large to be effective…Small things are also well appreciated. If these simple rules are applied consistently to your business, you will earn and build a reputation for good customer service.
Good customer service is the gold standard by which businesses run and prosper, or slide down and fail. Advertising, promotions, offers, discounts, will bring the customer to you, but it is how well you deal with the customer, that matters most of all. Your approach to customer service is the key that determines whether or not you will get repeat customers. In fact you will have to build a relationship with the customer which ensures that every individual customer feels like coming back again and again.