10 Customer Service Tips For Business Success
Customer service can make or break any business, regardless of the quality of the product. If the customer service a business delivers doesn’t match the quality of the product, businesses stand to lose crucial sales and customers. Taking customer service seriously is key to success, regardless of what your business specializes in. As specialists in customer service, here are our top ten picks for delivering excellent service – both in person and over the phone.
1. Know Your Brand & Own It
There’s a lot of buzz these days about branding – and for good reason: it works. Coca-cola is the world’s most successful soft drink company and yet they still outspend all the competition in branding. Why? Delivering customers a consistent image is crucial to your overall reputation – be sure everything your company does – from answering the phone to resolving disputes – is consistent with your overall brand.
2. Stay On Top of Trends
Whether it’s getting your business on Facebook or offering online sales, it’s crucial that you don’t ignore what your customers want and what the competition is doing to meet those needs. Stay current, pay attention to trends – and utilize them to your company’s advantage.
3. Pay Attention to Employee Morale
A depressed team, whether it’s over the phone or in person, doesn’t instill much confidence in your customers. A smile is your welcome mat – whether it’s phone or in-person service you are offering. Be sure your team’s morale is upbeat and that issues are addressed as soon as possible.
4. Create A Marketing Plan
Whether you’re a plumber or a retail store, marketing matters. Create a marketing plan that will work for your company. Place ads, offer seasonally related sales (such as a holiday discount), and work to reach out to customers that might not know you exist!
5. Listen To Your Customers
Before you respond to a complaint or a question, be sure you put your ‘listening’ ears on. Sometimes customer requests or dilemmas can be vague, so be sure to listen as closely as possible to what your customer is trying to convey – take notes if needed.
6. Have A Clear Chain Of Command
Nothing scares a customer off than a group of seemingly unsupervised employees with no clear leadership. Have a clear chain of command for your business – know to whom you should refer customers when certain scenarios pop up!
7. Anticipate Your Customer’s Needs
Whether it’s emailing your customer a form to fill out in advance of a consultation, or offering tissues if you deal with bereavement, take time to identify your customer’s unique needs and find ways to meet them before your customer even needs to ask. It’s a great way to step up your Û÷wow’ factor.
8. Treat Your Customers Like V.I.P.’s
Why? Because they are. Treat your customers with dignity, respect and enthusiasm. Don’t be afraid to roll out the red carpet for your customers – they are, after all, your bread and butter.
9. Explain How Your Business Works
Try to be as clear as possible with your customers; don’t leave them in the dark if you have a certain way of doing business. By taking time to clearly explain your business’s unique way of operating you can both craft loyalty and increase sales.
10. Ask For Feedback
We can’t improve unless we know in which direction we are headed. Be sure to regularly ask your customers for feedback on how you can improve your services.