Can you remember a time when you were impressed with the level of customer service your received? If so, how did it affect the chances of you doing business with that company again? Can you remember a time when the customer service was just awful? How comfortable did you become with continuing business with that company? The bottom line is, the quality of a company's customer service can make or break a business. As a business owner who works from home, the same thing is true.
There is a proven formula to quality customer service. Many companies have some of the components of quality customer service, but don't cover all of the bases. In order to deliver five star-quality that gets your customers not only to come back, but to tell their friends or family about you, you can't leave out anything. Take a look at these five key components to high quality customer service.
Good listening skills: You might think that you hear what a client is saying, but you may not be listening. Most people do not listen as well as they think they do. Make sure that you focus on what your customer is trying to tell you. Restate what you think they said back to them to verify that you heard them correctly. Customers love it when they are ensured that they were heard and understood.
R-E-S-P-E-C-T: That is all anyone ever wants. Listening well is a part of this, but giving customers respect goes beyond that. Don't interrupt them, don't patronize them, and don't ignore them. Respond promptly when they approach you (whether is be in person, on the phone or through email). Be patient and polite. Nothing makes a customer more angry than being ignored, being rushed, or sensing rudeness from you. They want to feel that they are worth the time and attention, or they will go elsewhere.
Response, not reaction: We all know that sometimes customers can be upset, rude, impatient and simply irate. It will happen, and when it does you need to be prepared. Don't reflect their behavior back to them, because that will only make matters worse. Use your listening skills to detect what made them upset and figure out how to fix it. Do your best to resolve the issue as quickly as you can. Most normal people will calm down if they know you are doing everything in your power to work things out. If the customer wants the impossible, on the other hand, it might be better just to let them walk away. Don't say or so anything that would instigate such a thing, however, because that could burn your reputation. The difference between response and reaction is the thought process. Think it through and respond. Don't let your reflexes get the best of you.
Show your appreciation: Without your clients, you would not have a business. Thank them with a note, letter, email, or on the phone. You may even offer a coupon, discount or returning customer gift. Whatever you do, make sure that they feel valued.
Follow up: The easiest type of follow up is actually a thank you note or an invitation to shop again. Another option is a brief (keep it short) customer survey. Let them know that you value their opinion and you want to know how to improve your product or service. You can, and should, also ask about what was positive about the experience. Make sure that the survey is easy to send back to you (email or SASE) and that it doesn't take up too much time. Staying connected is key in nurturing customer loyalty.
With these important components operational in your customer service system, your business will thrive, and customers will come back for more. They will also tell their friends and family about their experience, too. Offer exceptional service along with quality products and services, and you won't be able to keep clients away. Make sure that you apply all five of these components to every aspect of your client interaction to see maximum results.
By Chesley Maldonado
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