What makes a company great, makes it stand out head and shoulders above the rest?
How do they have not only loyal but repeat customers who go back time and time again?
Is it the size of the company – bigger is always better?
Is it the amount of profits they make – well they must be good if they are making all that money – right?
Is it maybe they are the only business which has a particular item – hardly.
Or is their marketing top notch, taking full advantage of ALL media. Are they including online, social, TV and broadsheets as well as radio and tabloids?
What is their secret?
The truth is there is no secret, it all boils down to one thing – no matter size, profits, products, services or marketing plan.If you don’t have this one thing you may as well shut up shop and go home – and that one thing is Customer Service.
Don’t get me wrong the other things do help in some small way but Customer Service is King.
It should be natural and not forced. How annoying did “Have a nice day” become? Novel at first perhaps, but now it is not.So how do you achieve great Customer Service?
Try following these dos and don’ts as guidelines:-
Do smile when talking – seems strange I know but it works, try it and see the difference.
Practice active listening and hear what your Customer is saying but don’t sit in silence use audible nods and empathise. Repeat to show you have been listening using expressions like “If I have heard you correctly…….” This goes a long way and also informs customer that you have been listening.
Out of bounds expressions such as“You need to……,” or “I can’t so you have to………..” They neither have to nor need to do anything.
Ask permission “Is it OK if I take some details?” “May I have your name?” “Are you happy to give me…….?”
Don’t argue back, tempting as it maybe and never swear!
Never carry it over to the next customer and don’t take it home with you.
Each customer is an individual. Although you may think that they are Bat Crazy or what they are contacting you about is trivial. Always remember, to them it is important.
It isn’t personal, all they want is for someone to take responsibility and to listen.
And finally always end on a positive note, even if it’s a simple thanks for your call.
That’s how to do Customer Service!
Follow these guidelines and you will notice a difference.
Not just in your customers but also in your staff who will be happier in their work and willing to go that extra mile.
Please contact us here to find out how Call team could support your customers, improve your Customer Service and free up time for you.