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 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.
I communicate a lot with my clients via email. I am always clear in my emails when I need something, or if I'm reporting back with a finished project. My documentation is also clearly documented on my invoices so they know exactly what they are paying for. Project/time/date/total. If a project has taken me longer than normal (say an extra 30 minutes) because of a "how-to" issue, I always document that extra time on their invoice and write: NO CHARGE for How-To's. They don't need to pay me for learning how to do something. I think they really appreciate it, and feel better knowing that I'm honest about it.
Great question, customer service is one of the important part of business. Few months before I was at dubai and wanna car hire service. Somebody told me to contact rentacardubai.ae I contacted them their client service was awesome I didn,t bargain on car rent.
I am a web developer and marketer. To deliver an excellent customer service,
I create surprise effects.
For example :
- Finish before initially set delays
- Integrate services cheaper than those originally announced
- suggest very creative solutions which neither the customer nor the people around him had envisaged
- Give clear explanations and simple as possible .
- Most importantly, deliver a high quality project
- Achieve results on the positioning
Many possibilities. One proven way is to include those employees who know your customers/clients best and interact with them regularly in various customer service situations be part of your CS policy creation, QC and enforcement.
Today high-quality customer service is #1 factor on a way to growing business.
How we provide good customer service at http://www.nexgendesign.com/concept :
- communication. About 80% of customer's issues can be solved just by on-time call or chat. We do our best to make sure the team meets the deadline and performs high-quality work;
- weekly contact. Even if everything runs okay, anyway we reach the client just to make sure he is satisfied with work done;
- show that we are human beings and keep up with customers just like with our friends. When you have an informal connection that's a good basement to bring trust to your relations.
That's just a small part of a greater list on how you can improve your customer's experience and contribute to his business.
Customer service comes when the customer is onboard..
To start with , open up all communication mediums i.e email, snailmail , chat, call, walkin and newer mediums like whatsapp, facebook, linkedin etc etc for the customers to contact you and also have systems to capture and store the communication .. Have seen a lot of companies asking to send emails and they don't respond to calls.. When a customer has just been onboarded, be clear in communicating your policies and ensure for the first few days there is a regular interaction with the customer.. Ensure proactive approach and do not wait for customer to call.. Ensure you carry Data of the previous communication with the customer rather than letting the customer repeat the issue everytime they call...Do customer satisfaction indexing frequently.. Start categorizing customer on the frequency of they calling you and not on the business/revenues they offer.. Sometimes Customer Service takes up a lot of revenue and incase you are finding your customer service cost is high , then start charging customers minimally for communication channel they use like Call, so that they don't call for all reasons and use that medium only in emergency.. And clearly define Turn Around Time(TAT) and ensure your backend is equipped to manage before TAT ..
Hi there Denise, Here is an article I just published here on MosaicHUB about this subject
Listen to the customer. They don't always tell you directly, but when you read through their body language, their tone, and read between the lines they will tell you exactly what they want. When you find out what they want you give it to them. Do this with a smile, honesty, integrity, and in a timely manner. That's how you deliver excellent customer service.
If you have time, say couple of hours to read a book, please read "Delivering Happiness" the story of Zappos which was an online shoe retailer, built entirely on customer service only. They just kept everything else right. All the best
One on one. One client at a time, one customer at a time. Treat every customer how you would like to be treated; know that you will never be able to serve everyone and that's ok, and own up to your mistakes when you make them. Staying humble in business and keeping EGO out is huge. People come to you because of what you have, but also because of how you make them feel. That part they will always remember.
To deliver excellent customer service, you must need to interact with your online customer and to know the requirement of your customer. For that I like to suggest to add online customer support tool on your website because it will help you to provide instant support to your customer and you can also take a post chat survey regarding to your website, product and services, because it help you to modify your website and improve the quality of your product. I m also using a online customer support tool on my website known as eAssistance Pro and it helps me a lot.
Great focus Denise - here's my contribution ;-)
Since 1976 (when I created my coaching system called "Service, Satisfaction and ... Retention!') I have empowered my VIP clients to apply my D.E.L.I.T.E. formula for guaranteed results, 100% of the time:
Service = what you do TO the customer = transactional ;-(
Satisfaction = What they 'think' (consciously) of your service, as above ;-)
Delight = They are soooo pleased, enthused (fill in as many superlatives as you like here) with you and how you empowered them to create improved, measurable results, that they naturally (UNconsciously) and consistently feed you with abundant, ready-to-pay-you-full-price-and-on-time clients, just like them! Ahhhhhhhh, nice!
So the key is less WHAT you do or say (many excellent ideas by other qualified people here), as much as HOW you empower THEM to create results that matter for THEM, resulting in that powerfully positive feeling in their HEART.
Imagine That! So be creative, guided by your inner truth, as it serves you best, doesn't it now. Lots of relevant free resources about this in my book Ready, Aim, Soar! (downloadable at www.GetUNstuckNOW.org).
Continued success to all of us as we D.E.L.I.T.E. each and every one of our customers, starting with the most relevant one ... ourself ;-)
I created here in Brazil a concept calledd Reenginering 2.0..
In decade of 80´s, all corporate processes were designed thinking to delivery good products, not service... now, all corporate processes must be rethinking with goals to offer good experiencer, but in the perspective of customer, not products.
To me and my company it is very simple.
1. Remember that no matter how unique, someone else can do what you do.
2. Most customers are not as loyal as you would like them to be and that is okay.
3. It is about the RELATIONSHIP which means you are focused on their needs in the long term, NOT THE SHORT TERM PROFIT.
4. If you take care of their needs they will take care of yours.
5. Be honest and provide the best solution possible.
6. My mantra for years has been "Yes We Can" which means if you focus on how to say yes it will place you in the proper frame of mind to help.
I have experience in doing customer servisse tasks in several languages.
In case of a complaint: I thank for the feedback and for the opportunity to improve, I listen or read very well the communication, contact the people in charge and I give them a strategy/compensation depending on the case to solve the customer's problems.
In case of a recommendation: I publish it on real time on the virtual platform in order for the other customers to be aware of the service's evolution.
In case of na innovation proposal or a product sugestion I study it with the innovation/research department and we try to devolop a new servisse/product to reach our client target or if it is to case to enlarge to cliente target category. This last case is more complex since I will also contact the marketing department to construct a strategy to explore new client target's plan.