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.
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.
Dear Denise, I would say, it is all about (creating) customer engagement. This starts already with the first contact. Treat yout potential buying person in the same way as you would like to be treated. This means with respect, honesty and act as in a normal conversation. And..if customers do complain just ask what solution they would like to propose.
Excellent customer service requires deep insight into the market and the customer- what makes customers happy, what are the conditions of satisfaction.
1. Always clearly understand customer needs and expectations, confirm your understanding with your customer.
2. Make sure you have the capability to deliver to th expecations.
3. Execute keeping focus on meeting and exceeding expectations and conditions of satisfaction.
4. Keep customer well informed at every stage.
5. Communicate achievent of results and confirm delivery against each objectives set.
6. Do not try to maximize profitability in one transaction, so you can reap profits on an ongoing basis.
7. Take control of the engagement from pre contact to closure stage so there are no surprises to either parties.
Have five questions ready that will get a speedy answer, that is, that will engage your customer for just one or two minutes. Do they like sports? Hey, how about those "baseball team". Do they still have children? Ask about the kids. One or two extra minutes will solidify their connection with you.
The way we connect with customers is changing. Certain things that most retailers are doing these days.
1) Category Management- It is important to house in product that people would need in certain times and seasons. Also ensure to have enough stock of the same of the things that really sell well. As if, a referral customer finds nothing for him/her it sends a wrong signal.
2) Data Analysis v/s Display of Products- What is visible sells. One of the most oldest yet best rule in the book. Ensure to showcase your product to your target audience. Also provide a mix of products that ensure a customer spends quality time.
3) Value for Money- Mostly this does not mean price. Apart from which it may be things like bring is local things that cost less and promote the community in the long run.
4) Know ones subject- I had been to two different stores to purchase a sports shoe. In one of the stores, all that a person did was market the product. The second one, the person asked things like. How often do you run in a week and the distance you cover, do you feel that you can stand longer on your left feet more than your right one. Post I selected and wore as shoe, he suggested me how to cast my step when I need to run... later on how to take care.
Hope the same helps. Also one more thing. I often give presentation, something that I like to refer this as a thumb rule is, If a small kid cannot understand your conversation, chances of that not being understood by your customer is also very high.
Put employees first, profits last and then focus on the customer. Happy employees, trained and knowledgeable, can be taught what quality service is and since they are put first customers will feel the excitement.
1. By keeping the Production intact.. so that less complains arises
2. Keep the After sale-service effective.. so that there is a appropriate co-ordination with Sales and Service for efficient service. In this you need a technical person who can have good customer handling techniques.
Respond as quickly as possible
One of the biggest factors in good customer service is speed, especially when a client is requesting something that’s time sensitive.
Know your customers
Great interactions begin with knowing your customers wants and needs. Customers love personalization. Get to know your customers, remember their names and previous conversations. If needed, make a note of what was discussed previously so you can refer to it the next time you meet..
Fix your mistakes
Not taking responsibility of your mistakes is a sure fire way to getting a bad reputation. Transparency is important in business and customer service is no different. Always strive for a high quality output as it shows you have a high level of standards
. Go the extra mile
Going the extra mile will not only result in an indebted and happy customer, it can also go a long way in terms of keeping yourself on their radar for future business.
The number one and truly only thing you need to remember about delivery of good customer service is to "LISTEN". Many people try to figure out what the customer wants before being told. Some try to tell the customer what it is that they want and need. Many allow personal situations and issues to cloud their focus when it comes to customers and the rest always take negativity from some customers personal. You can fix all of that just by listening to what the customer wants and even repeating it to make sure you got it right. Once you have shown the customer that you did hear them, you have just made it over the number one major hurdle. Next you need to be able to fix the problem and if you cannot, find someone who can. Even if you offer a break on their monthly charges since there is nothing that you can do. Half of something is always better than all of nothing.
1. Listen to them.
2. Don't sell them, help them to buy what they need.
3. Continually ask for feedback, you'll be surprised what you learn.
4. Learn their emotional reasons for buying.
5. When they have a complaint, respond, acknowledge it, apologize, fix it and offer them something more.
Do these things and you will get free word of mouth advertising from them.
Lot's of great answers here, but in short it's all about listening to the needs of your customer. They will tell you what they like and dislike if you ask them with sincerity. The important thing is to follow-through, so that customers feel as if their voices have been heard and you cared enough to adapt to their input. That's how you build trust with your customers.
Hello Denise , Well customer service is very important for the company as well as for the products, So I can say We shall ask the following question in order to answer your question ? Are we delivering excellent customer service , customer service starts directly after sales , if we look at any sales process , we will find the sales man taking good care of his client , once sales procedure is over then he might even forgets his name , anyway there are excellent brands in market ,but they have no share due to weak customer service , e.g very high quality car brands , but because of lake of customer service its not salable in market , no proper maintenance ,no spare parts , no proper workshops , while on the other hand everything is available , with reasonable prices with short period of time ,this is what client needs , excellent customer service . Taking care of your clients .
First, I ask a lot of questions to find out about the needs of my client - not only what they need or think they want from me, but what else I can do for them and connecting them with other resources they might be seeking. Second, I seek to educate about my services, how I can help them and why it's necessary for them to fully understand the process. Lastly, I try to always under-promise and over-deliver. If I think I can get the job done by Tuesday and know for certain that I can get it done by Thursday, I'll give them a Friday delivery date and then try my best to have it by Tuesday. Nothing frustrates people more than empty promises and delays, so set the expectations accordingly.