You can offer promotions and slash prices to grab the attention of the new customers as you want, but unless you can get some of those customers to come back, your business won’t be profitable for long. Good customer service is all about bringing customers back. And about sending them happy and satisfied 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.
How can you form such relationship with your customers? By remembering the one true secret of exceptional customer service and acting accordingly; “You will be judged by what you do, not what you say.” But providing the exceptional customer service is a simple thing. If you really want to build a exceptional customer service, all you have to do is ensure that your business consistently does these things:
Answer your phone:
Get call forwarding. Or an answering service. Hire staff if you need to. But make sure that anyone is attending the call when someone calls your business.
Don’t make promises unless you will keep them:
Reliability is one of the keys to any kinds of relationship, and good customer service is no exception. If you say, “Your new refrigerator will be delivered on Tuesday”, make sure it is delivered on Tuesday. Otherwise, don’t say it. The same rule applies to client appointments and deadlines, etc.. Think before giving any promises, since nothing can annoys customers more than a broken heart.
Deal with complaints:
No one likes hearing complaints, but if you give your attention to your customer’s complaints, you may be able to please them and position your business to reap the benefits of good customer service.
Allow the customer to vent their complaints, and give your undivided attention to them. Don’t interrupt inbetween the conversation and ask them to calm down, or do anything else that will only worsen the situation. Listening carefully will indicate to the customer that you genuinely care and are willing to work with them.
Be helpful to resolve the issue:
Many big companies make customers to go through various channels and lots of red tape before they can even speak to someone directly that can help. This will only delay the solution for the complaints and in many cases, make the customer even unhappier. Do your best to resolve the issue as quickly as possible. Train the employee as always helpful, courteous, and Knowledgeable.
Do it yourself or hire someone to train them. Talk to them about good customer service, Most importantly, give every member of your staff enough information and power to make those small customer-pleasing decisions, so he never has to say, “I don’t know, but so-and-so will be back at…”
Excellent customer service will be results in happy customers who come back over and over again.
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