How do you deliver excellent customer service in your business?
Looking for advice from people who serve people well. Customer service is something that ensures our customers hang out, continue to buy from us, and keep coming back.
These are our 12 Laws of Customer Service -
Before we begin, be sure to know who is the boss. You are in business to service the needs of customers, and you can only do that if you know what it is your customers want. When you truly listen to your customers, they let you know what they want and how you can provide them good service. Never forget that the customer pays your salary and makes your job possible.
1. Be a Good Listener
Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying. Listen to their words, the tone of voice, body language, and most importantly, how they feel. Beware of making assumptions - thinking you intuitively know what the customer wants. Do you know what three things are most important to your customer? Effective listening and undivided attention are particularly important on the showroom floor where there is a great danger of preoccupation - looking around to see to whom else we could be selling to.
2. Identify and Anticipate Needs
Customers don't buy products or services. They buy good feelings and solutions to problems. Most customer needs are emotional rather than logical. The more you know your customers, the better you become at anticipating their needs. Communicate regularly so that you are aware of problems or upcoming needs.
3. Make Customers Feel Important and Appreciated
Treat them as individuals. Always use their name and find ways to compliment them, but be sincere. People value sincerity. It creates good feeling and trust. Think about ways to generate good feelings about doing business with you. Customers are very sensitive and know whether or not you really care about them. Thank them every time you get a chance.
4. Body Language Is Key
On the show floor be sure that your body language conveys sincerity. Your words and actions should be congruent.
5. Understanding Is Crucial
Help customers understand your systems. Your organization may have the world's best systems for getting things done, but if customers don't understand them, they can get confused, impatient and angry. Take time to explain how your systems work and how they simplify transactions. Be careful that your systems don't reduce the human element of your organization.
6. Appreciate the Power of "Yes"
Always look for ways to help your customers. When they have a request (as long as it is reasonable) tell them that you can do it. Figure out how afterward. Look for ways to make doing business with you easy. Always do what you say you are going to do.
7. Know How to Apologize
When something goes wrong, apologize. It's easy and customers like it. The customer may not always be right, but the customer must always win. Deal with problems immediately and let customers know what you have done. Make it simple for customers to complain. Value their complaints. As much as we dislike it, it gives us an opportunity to improve. Even if customers are having a bad day, go out of your way to make them feel comfortable.
8. Give More Than Expected
Since the future of all companies lies in keeping customers happy, think of ways to elevate yourself above the competition. Consider the following:
9. What can you give customers that they cannot get elsewhere?
What can you do to follow-up and thank people even when they don't buy?
What can you give customers that is totally unexpected?
10. Get Regular Feedback
Encourage and welcome suggestions about how you could improve. There are several ways in which you can find out what customers think and feel about your services.
11. Listen carefully to what they say.
Check back regularly to see how things are going.
Provide a method that invites constructive criticism, comments, and suggestions.
12. Treat Employees Well
?Employees are your internal customers and need a regular dose of appreciation. Thank them and find ways to let them know how important they are. Treat your employees with respect and chances are they will have a higher regard for customers. Appreciation stems from the top. Treating customers and employees well is equally important.
I will list just some few points that I already applied and works for me.
1. You need to welcome them properly. Whenever a customer comes into your store or office for an enquiry about your products. They really want you to satisfy them and please them with all what you have. What you just need to do is ask for what they want and attend them gently just as if you are training your 1-year-old baby how to walk.
2. You must give enough description (
3. Do not drive them away with what can't buy, rather show them different samples with price tags and let them know the difference.
I agree with Jessica-service is everything.Defining excellence in Customer Service begins with a simple core value--customers are the lifeblood of every single business. Treating prospects with loyalty and respect, even before they become customers and are merely in the informational stage, is how you acquire them, and ultimately how to make them stay. Exceptional customer service fuels evangelism. Evangelists are the people who will help you leverage, broaden, and mature your brand.
Often we forget that the people we are serving have a story playing out and we are stepping into it. Be kind and gracious, always.
Take the high road. Instill value in your product by valuing the person you are selling to.
Ask questions and listen to the answers. Be personable, take notes if you need to.
People will return when they feel as if they were important, heard, and valuable. Taking the extra time to get to know someone will leave a lasting impression.
On the other hand not everyone wants that extra step, in which case, quick service that is done with joy in a job well done will also leave an impression.
Don't just solve problems, find out ways that you can make sure those issues don't happen again.
Let your customer feel as if they are part of the solution.
While it's an oldie, it still holds true - under-promise and over-deliver. We are in such a rage to point out all of our attributes that often we forget to make sure we measure up. This is in all avenues of business and personal life. Make sure you are more than you say, people will discover the truth and they will reward you, but they'll destroy you if you're less.
Delivering excellent customer service have few key points to consider according to me.
1 Product knowledge
If you have good product knowledge you will always going to deliver great customer service. By having product knowledge you will confident.
2 Good Communication Skills.
That's one of the integral part of customer service. Knowing any language is not enough in customer service your choice of words and statements could make huge difference.
3 Feed back
You should be open for customer feed back by conducting small survey can also hep your.
4 First time resolution of Solution
Fist time resolution is very important thing.
Nowadays excellent customer support is vital for all companies. Foremost, it would be difficult for a company to survive without good customer service, as there would be no one available to handle payments or answer questions from prospective customers and satisfy all customers wants and needs. I think that the great decision will be to use professional outsource customer support services for your business. Companies like Wow24-7 can do everything instead of you.
Emails were the biggest headache for us. Communication would just get buried under emails.
To improve our process, we took two significant steps which helped streamline our customer care service towards clients:
1. A Project Management Solution to collaborate better with clients. We earlier used MS Project but it did not have a lot of collaborative features. We were looking for something where clients relied minimum on emails and maximum on a system where every single communication is well laid out. We zeroed in on team work to improve our process. Customers have never been happier as all teams are there on the solution we use for better collaboration.
2. Proactive Approach to problems. 8 out of 10 times the teams working with clients are more dependent on reactive approach than proactive approach to work with clients. We started working on a model where we would determine the worst-case scenarios before work was delivered to clients and would be prepared with “fail cases” beforehand. It did cut out our time of resolving issues as and when they came.
Improving customer retention and satisfaction has helped our business grow tremendously in last few years.
I guess technology played an important role in streamlining our customer service.
I am of the opinion that good customer service is not so much something that can be taught to people, but more like a "trait" that good customer service people are born with. I have worked in customer service type jobs in many different industries over the last 25 years, to include restaurant, retail, and government. To me, one of the biggest factors is that the people you have providing customer service MUST like what they are doing. If they enjoy servicing other people, this will show through their attitude and mannerisms when dealing with customers. It is very easy to see when someone doesn't want to be where they are or doing what they are doing, and it is also easy to see through fake enthusiasm. Another factor is the ability of employees to put themselves in the customers position, and serve/treat that person the same way you would want to be treated. You want to be greeted by a friendly person, greet your customers that way. Want prompt service, provide it.
None of this is scientific, mostly common sense and my beliefs on this matter. Nothing fancy.
The basic key of good customer service is to create good relationships with the customers. Thanking the customer and provide some free giveaways are very helpful which will leave with a great impression.
Always make your clients feel as if they are #1 because they are! and always give more in use value than You take in monetary value. I.E Always give 110%.
That is the philosophy. It maybe be abstract so lets make it practical.
In terms of making clients feel as if they are number one-
- do not make your customers wait so long that it makes them feel as if you are doing them a favor. Respect their time
- teach your customer service people the art of listening; let them repeat in their own words exactly what they understand that the customer is say/ asking/wanting/ needing/ concerns are/ requests etc..
In terms of giving 110%-
- go the extra mile to solve any problem / make amends/ satisfy
- give the sort of customer service and product that You would be pleased to receive.
Regarding those two points- this should start at the first exploratory call and should immediately be ramped up just after the first purchase or when that person becomes a customer. In other words celebrate your new acquisition with a heartfelt 'Welcome' note.
AN ASIDE: The best example of excellent customer service or as they say 'heroic support' I have ever experienced even after 3.5 years is definitely Liquidweb
Hope that helps,
For me, to be able to deliver good costumer service, one be compassionate enough in reaching our to his/her clients and also for him/her to establish trust as well. A good work ethic is a compliance in serving other people well coupled with patience and perseverance to meet the demands ad expectations of their clients. I know for one thing, it is not just learned in few days and can be easily adapt and practice. It needs a lot of effort to cater what seems to be the demands of other people and must know how to communicate well in order to ensure the clients that their demands are well taken care of.
In order to make sure that our clients get excellent customer service from us, we should make sure that they have a good experience during the whole sales process, including pre-sale, in-sale and after-sale.
Usually, we are doing such things to make sure our clients are satisfying with us.
1. Pre-sale service. Build a well-designed website, make it user-friendly, so our clients can easily get the product information they need from our website and they are fully informed of the latest products we are supplying. You can check our website: www.ruisilicone.com, maybe some of our website design would be useful to you.
2. In-sale service. Make sure you are supplying a qualified product or service at a competitive price, a qualified product is carrier to satisfy your client. Besides you should have a strong technical and sales team to give a whole solution for our clients' problems.
3. Make sure of the fastest response to the clients' request, we usually can reply any questions from our clients within 24 hours.
Only we make sure that our clients have a good experience by working with us, then we can make a profit in a long term.
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Communication with clients pay an important role in my business strategy. If I have an unhappy or upset customer I do everything possible to find out why they feel this way and use that information to improve on my service.
And it’s essential to give your clients understanding that they are important for you. I respond quickly to all inquiries, even if it is only to say I’m looking into the issue and will be back in touch.
According to research, customer service is one of the key aspects that will affect a sale, and it’s especially true for every small to large businesses.
There are several points that you should keep in mind for deliver best customer service.
More loyalty, which means more sales from existing customers
Reputation – People want to buy from you and people want to work for you
Price is not much relevant to your customer
Set you ahead of competitors who may have similar products, but offer less service
Word of mouth referrals from happy customers, etc.
These are the core factors.
Customers come back or stay with you because they are satisfied with your service.
I believe customers satisfaction is directly related to customer expectations. You are directly responsible for setting the expectation and delivery of the promises you make. When setting expectations you have 3 choices:
a) If you Over-promise and Under-deliver, you will end up with dissatisfied clients who will not come back or stay with you.
b) If you Promise and Deliver as promised, you will end up with satisfied customers who MAY stay or come back to you.
c) If you Promise and Over-Deliver, you will end up with Delighted customers who will not only stay with you but also recommend you with others.
Just to underpin this, 90% of our new business comes from existing customer referrals! (I am not sure what this says about our marketing!)
See more on this on our article about the “Art and Science of Customer Satisfaction” http://www.cognisantassociates.co.uk/customer_satisfaction/
I hope this helps.
Always give them your undivided attention and show you're glad to see and hear from them. Listen and ask good questions to fully understand their need and the outcomes they are seeking. Offer them alternatives. Always be prepared and efficient so you don't waste their time. Exceed their expectations. Make sure you deliver on your value proposition/competitive differentiation. Ask for feedback and sincerely thank them. Check in periodically just to see how things are going.
I pretend I'm in my clients shoes. I don't assume anything, I ask questions and keep people on track - they seem to like that. Then I set out to exceed their expectations. Works every time.
We Listen, Lead, Educate, & encourage/accept feedback.
The best way to deliver excellent customer service is by following up with your customers and staying in touch. More often, you will only hear from the customers that either had a really great experience or a really bad experience working with you. To ensure that your customer service is consistent, it is important to reach out to those customers that fall in the middle and won't offer up feedback on their own. Being proactive with your customers will keep your business top of mind when it comes time for them to make another hiring decision.