Customer service should be at the heart of any business. You can go through the expensive motions offering various different timely promotions & discount prices to bring in as many new customers as you want, but unless you can get your service levels right you will not get some of those customers to come back, and repeat business, your existing customer bank is your most profitable asset.
Excellent customer service is all about bringing customers back to your business time and time again. Make sure your customers are happy – happy enough to pass great feedback or testimonials about your business to other new customers, people buy on recommendation.
If you have a good sales team, you can sell anything to anyone once. It is your businesses attitude to customer service that determines whether or not you’ll ever be able to cross sell that customer anything else.
Excellent customer service is about forming a relationship with your customers – a relationship that that individual customer feels that he would like to pursue to its full extent. Go the extra mile, make notes about their children, pets, birthdays anything that makes you stand out from the crowd of your competitors and deepens your relationship.
So how do you go about forming such a strong relationship? Remember the one true secret of good customer service and acting accordingly; “You will be judged by what you do, not what you say.” – so under promise and over deliver on your promises.
I have listed 7 things that your business should do to ensure that your customers enjoy excellent customer service, this list is by no means exhaustive, add to it as your business grows:
1) Answer your phone.
People like to talk to people – not machines.
2) Don’t make promises unless you will keep them.
Reliability is one of the keys to any good relationship.
3) Listen to your customers.
As one sales manager once said to me, your body provides the ratio to which you should listen, and speak, two ears and one mouth. Make sure your business is always listening.
Do not bury your head in the sand, make sure you have fully dealt with your customers complaints to your customers extra satisfaction.
“Your most unhappy customers are your greatest source of learning.” – Bill Gates, Microsoft
“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.” – Donald Porter, V.P. British Airways
5) Always be helpful, courteous, and knowledgeable.
Can you remember the last business that just helped you, I can, my Optician, my glasses where broken, I walked in and asked if they could repair them, which they did for nothing! They impressed me so much that now I recommend them two or three times a month.
6) Go the extra mile.
Whatever the extra mile may be, if you want to provide good customer service, take it. They may not say so to you, but people notice when people make an extra effort and will tell other people.
7) Give away something extra.
Whether it’s a discount voucher for future purchases, additional information on how to use the purchased product, or a genuine smile, people love to get more than they thought they were getting.
If you effectively use these tips to enhance your already glowing customer service, your business will soon see the results in the profit lines as more new customers are generated with excellent customer service than discount sales and other promotions ever have.
Remember no matter how large your business is customer service is not a department, it’s everyone’s job.
My final note please feel free to add more helpful tips to this article as your list grows, buy using the comments box below, all comments are welcome even complaints.