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.
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.