Good customer service is about making an impression – a memorable experience that will inspire your customer to pass positive feedback throughout their social and business networks. In essence, your customers become unofficial advocates for your company. And it can all start with just one positive experience with your business.
The following are eight tips that take a proactive approach to customer service, converting customers into company cheerleaders:
1 – Be available – be live!
Always have a live representative available – even if you personally aren’t able to answer your phone. Call forwarding can transfer incoming calls from your work line to your mobile device, while professional answering services provide live representatives to be on-call.
2 – Show your customer that you are listening
Show your customers that you are listening by suggesting solutions, providing educational resources, or confirming their concerns. For example, a Holdcom customer may ask, “How long does the average order fulfillment take?” A good response would begin with “The average order fulfillment…” instead of providing a disinterested one-word response. By repeating a portion of their discourse, you demonstrate that you have heard, and understood, what they had said.
3 - Communicate with your staff
Teach your employees how to position your business. Open discussion about the fundamentals of good customer service, and the proper presentation of your company image, will insure that all of your staff are on the same page. If each employee has a general overview of each department and troubleshooting techniques, they will have the confidence to be an authority – without the need for transfers.
4 – Face complaints head-on
Good customer service always provides solutions, or directs customers to an individual who could aid them further. Treat complaints like a learning experience; there is always room for improvement, and if a customer sees that you take his or her complaints into consideration, your reputation will benefit.
5 – Smooth and easy
Create a template for responding to customers that is direct, quick, and easy to follow. Speak calmly, but steadily, and include as much helpful information as possible without overwhelming the customer.
6 – Don’t make false promises
Reliability is one of the keys to developing customer loyalty. If you schedule an appointment or project completion time, make sure you follow through on your established deadline. Even if the project will take a long time, being honest is better than not meeting your customer’s expectations.
7 – Be proactive
Instead of waiting for the customer to approach you with questions, inquire if they need assistance. But don’t stop with the answer – offer to guide your customer through his or her decision making process. For example, if a customer wishes to proceed with web development, our staff at yooneeq not only explain the process, but become involved in online chat, demonstrating recent examples, and schedule follow-up appointments.
and finally, 8 - Throw in a bonus
Everyone loves receiving gifts. Throwing in a discount, special offer, or even a kind gesture of “how are you feeling today” will improve your customer’s experience with your business. Whether large or small, your extra effort will be appreciated.