Good Customer Service: Does Your Company Have It?
There's no doubt about it
There's no doubt about it. An exceptional customer service is the lifeblood of any business.
Sure, you can offer plenty of promotions, discounts, freebies or go on a sale and slash prices to bring in new customers, but unless you provide great service, customers won't come back and purchase items from you.
Getting people to buy, pay attention and spread the good word about your business is indeed the goal in sales and marketing. We all know that it's the relationships we create with people that truly matter more than sales figures.
And this is where good customer service comes in. You can throw in a flashy website, impressive marketing materials and use the latest technology, but if your customer service is lousy, you can say goodbye to sales.
Now when we think about customer service, we instinctively think about a brick & mortar business. These tips also apply to every online business, because you obviously have customers and clients too. Most of these people you don't meet face to face, but still, they are your customers, so treat them well. For every business, online or offline, exceptional customer service is crucial.
So, take time to reassess this aspect of your business. How do you treat and deal with customers? Ask yourself (and your team) the following questions:
Are you easily reached and available? There's nothing more annoying for a customer than, say, calling to make an inquiry and no one picks it up, or sending an email and not get a reply. The customer not only ends up frustrated but also compels him to try and contact your competition! Make sure that someone picks up the phone and answers emails. Appreciate the effort of your customers reaching out to you by promptly responding to them.
Do you keep promises? Customer service is all about forming relationships. In any relationship, reliability is one key virtue that really seals the deal. If you promise to deliver something on Monday, make sure it's delivered on Monday. Otherwise, just don't say it. Don't make promises you can't keep. Broken promises are a deal-breaker.
Do you truly listen to your customers? Take time to listen to your customers be it a feedback, comment, suggestions for improvement, a testimonial, and especially if it's a complaint. Give them your full attention - this is essential in providing exceptional customer service. You have to give them a reassurance that something will be done to address their concerns and issues.
Does your employee's attitude reflect the values of your company? Your staff is obviously an extension of your company. Before you send them out to deal with your customers, make sure that they have been trained to be generally helpful and knowledgeable, courteous, and friendly.
Do you throw in something extra? Exceptional customer service is all about giving the unexpected. It could just be a genuine smile, helpful tips about using the product, or a free gift wrap. Customers always love it when they have this feeling of getting more than what they're paying for. Little things really do make a huge difference. In the end, you have to make sure that you send them away a satisfied customer, enough to pass along their positive feedback about your business to others. This is the typical word-of-mouth advertising that you can always trust on. And it's always priceless.
by: Elmar Sandyck
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