World-class customer service isn’t as challenging as people think, but many companies don’t understand how greatly it affects their profits. To make delivering customer service easier, here are 5 tips for ensuring your company is top of the class when it comes to serving your customers.
Plan in Advance
Don’t wait until you have a customer service breakdown to start thinking about how to handle difficult situations. Think about what constitutes good service and establish a system for dealing with all customer-related issues. Make sure that everyone who has a touch-point with customers, no matter how small, understands your customer service philosophy.
Treat Everyone with Respect
As the old cliché goes, ‘The customer is always right.’ What this saying means is no matter how wrong a customer might be, treat them with the utmost respect. Even an angry customer is worthy of your focus and time. Create a culture of respect within your company, both for internal interactions and externally when dealing with customers.
Listen and Act
Listen to your customers and act on all feedback. Seek ways to gain opinions and have customers share their experiences with you. Always be attentive and responsive, good companies use this feedback to improve their products and services.
Stay Customer Focused
When you have a problem with a customer, your goal isn’t to get rid of them or to save face. Take on their problem as if it were your own and reach a solution that makes both parties satisfied. While you should bend over backwards to help your customers, don’t promise what you can’t deliver. If you make promises you can’t keep, you’ll end up doing more damage than good if you can’t deliver.
If your customer service beats that of the competition, you’ll quickly gain a reputation for it. To know where you stand, keep an eye on your competition. Use the Internet to read what customers are saying about them on forums, review sites, and social media sites like Facebook. When you know where they stand, it’s easy to figure out how to top them.
Remember that customer service is something that takes constant attention and improvement. Keep listening to your employees and customers, and change your policies and protocols whenever the situation demands it. Consistent and continuous improvement keeps customer service at the highest level.
Related Training: Communicating with Customers