Customer service is becoming increasingly important in today’s competitive marketplace. The way customers perceive businesses has changed dramatically over the years.
Companies would focus on providing quality products at low prices in the past. Today, consumers want to interact directly with brands through social media platforms. They expect to receive high-quality customer service from their favorite brands.
Customers now expect to receive excellent customer service even if they don’t purchase anything from the company. Companies that fail to provide exceptional customer service risk losing loyal customers.
Ways To Provide Great Customer Service
Here are different ways to become an excellent customer service professional
Customer service professionals should be friendly, polite, helpful, knowledgeable, courteous, flexible, patient, organized, efficient, honest, and respectful.
1. Be friendly
A smile goes a long way when providing outstanding customer service. It conveys friendliness and warmth, instills trust and confidence, increases likability, enhances attractiveness, and makes the customer feel valued. Be friendly! Smile frequently and make eye contact with each person you speak with. This shows your interest in listening to their concerns. When people feel appreciated and heard, they tend to respond positively. People buy from kindhearted individuals whom they like and respect.
2. Show courtesy
Be understanding. Never criticize or judge someone for something they cannot help. For example, don’t say that someone’s grammar isn’t good when it’s obvious that the client can’t write well. If it seems appropriate, offer feedback. However, don’t assume the customer knows his/her strengths and weaknesses. Always ask what type of information the customer wants before offering advice.
3. Help with problems promptly and efficiently
Provide accurate answers and follow up quickly. Customers appreciate fast responses. Try to solve problems right away. Make sure that all employees understand how to resolve issues immediately. Keep records of any inquiries so that you know where to find answers later.
4. Use the telephone productively
Be clear about your role and the purpose of the call. Then listen attentively. Don’t rush through questions. Ask open-ended questions such as “how may I help you today” instead of what you need.
5. Provide timely updates
If there is new information or changing circumstances, let your clients know. Update them regularly to avoid surprises. Let them know what actions have been taken and when you’ll be completing tasks.
6. Give accurate information
Don’t give false promises or inaccurate information. Clients will lose confidence in a brand if a promise is not kept. Deliver what was promised on time. Also communicate clearly and politely in the event of delays.
7. Listen carefully & attentively
Listen intently. Your clients’ needs matter far more than yours. Always try to get to the root cause of a problem — not just solve the immediate issue. You might discover that the situation is much worse than you thought.
8. Respond appropriately to complaints
Take responsibility for your mistakes. Do everything possible to address the complaint right away. Apologize if necessary. Take corrective action and correct things as soon as you realize them. Don’t ignore problems; fix them right away.
Infographic created by Clover Network, a merchant services company