Essentials of Customer Service
We have all at some time or another been on the receiving end of bad customer service. It may have been in your local coffee shop, when you have returned an item to a department store or when you have been put on hold for half an hour during a customer service phone call.
In your business you want to make your customers happy. This goes without saying. However it is easier said than done. You and your staff need to show responsiveness and empathy in all your dealing with customers. This will encourage them to repeat their business as well as enhancing your reputation through word of mouth.
The basics of good customer service is to show courtesy and manners when dealing with clients. This will aid retention and increase the amounts of new customers. A satisfied customer will tell others of their experiences (average of 2-3) while a dissatisfied one will tell many more (average 8-10).
The key to complaint handling is to respond quickly. Customers only want to be dealt with fairly and promptly. Look on complaints as an opportunity. An opportunity to fix the problem and increase new and returning customers.
Start with a dedicated vision of your customer service policy and share this with all staff. Customer service software will help employees to respond quickly and efficiently with all requests. This is true for all those who deal with clients including sales and customer service. Those staff should have authority to resolve problems quickly and they should always follow up to ensure satisfaction. This can be done by phone or email. This will help the customer to feel that they have been listened to and understood.
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Tags: customer service