Keys to Good Customer Service
From LoveToKnow Business
To operate a successful business you need to know the keys to good customer service. Neglect or fall short on this aspect of running a business, and your business won't be viable for a long time.
Keys to Good Customer Service
Keep these key concepts in mind if you want to offer exemplary customer service:
Know Your Customers
Take time to think who your customers are and what they want. There are very few unique products or services on the market. If your business is unable to meet your customers' needs, then they will simply take their business to a competitor.
Meet or Exceed Your Customers' Expectations
Strive to meet or exceed your customers' expectations. You need to do this 100 percent of the time. You can't afford to let any of your customers be left unsatisfied after dealing with your company, because an unhappy customer is one that will not hesitate to share their experience with your company with friends, family members, co-workers, etc. As long a they have access to the Internet, they can post their displeasure with your company on their own website, a blog, or in a discussion forum.
Before long, your business will have developed a reputation for not being able to keep customers satisfied, and will find it harder and harder to attract customers. Unfortunately, someone reading the disgruntled customer's account online doesn't have the benefit of hearing the business owner's side of the story.
Make it Easy for Customers to Contact You
If a customer has a question or concern, they want to be able to talk to a real person, instead of being forced to go through a number of different menu options when they call in. Likewise, if your customer comes to your office, store, or showroom in person, they should be able to deal with someone who is knowledgeable and who can make decisions about how to deal with their concerns immediately.
In a situation where a customer contacts you by e-mail, set up a system where they get an automatic response acknowledging that their message has been received, and advising them when they can expect to receive an answer. Then make sure you respond within the time frame you set out.
It's very frustrating for customers to try to contact a company and not be able to get answers quickly. If they want to get a question answered before making a purchase and they can't get the information they need, they are likely to move on to get answers and buy the product or service from someone else.
Respond to Customer Complaints Appropriately
When a customer has a complaint, be sure to address it promptly.
- Listen to what the customer is saying and indicate that you understand that they are disappointed, frustrated, angry, etc.
- Don't allow the conversation to escalate by trying to convince the customer that they are mistaken or by trying to divert responsibility for the situation back to the customer. *Focus on finding a solution to the problem that makes sense to the customer.
- Offer a refund, a replacement, as appropriate.
- Ask the customer if there is anything else you can do to make them happy.
The customer may not always be right, but they are always the customer. You wouldn't be in business without them, so it is in your best interest to provide exemplary customer service.
Turn One-time Buyers into Repeat Customers
If you want your business to grow and prosper, you need to rely on more than single sales to do it. The type of customer you want to attract to your business is one who will become a repeat customer. To attract and retain loyal customers, you need to treat them well.
If you implement these keys to good customer service, you are taking the steps necessary to ensure that your business will be a success now and for many years to come.
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This page has been accessed 2,505 times. This page was last modified 19:09, 25 March 2008.
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