Excellent customer service can create loyal customers for life who are willing to refer your business to friends, family, and colleagues. You can’t fake or act like you are providing a great customer service. If it is not genuine it doesn’t count. So, first have it in your heart and believe in it before beginning. But, you also have to think beyond selling your product or service. You need to consider the cumulative experience your customers have when they visit your store or website. In order to provide great customer service you need to track what they think and feel about your product and service and what you can do to make them better.
Here are some ways you can start to create a pattern of excellent customer service in your small business.
1. Know Your Product or Service
In order to provide good customer service, you need to know what you’re selling, inside and out. Make sure you know how your product or service works. Be aware of the most common questions customers ask about your products, and know how to articulate the answers.
2. Be Friendly
As they say, customer service starts with a smile. When you are in a face-to-face situation, a warm greeting should be the first thing your customers see and hear when they ask for help. And even when handling customer service requests via telephone, a smile can come through in your voice, so make sure you’re ready to be friendly.
3. Say Thank You
Gratitude is memorable, and it can remind your customers why they shopped at your store or hired your company. Regardless of the type of business you have, saying thank you after every transaction is one of the easiest ways to start a habit of good customer service.
4. Improve staff-skills
It’s important to make sure all members of your workforce, and not just your customer service representatives, understand the way they should talk to, interact with, and attend to issues for customers.
5. Show Respect
Customer service can often involve emotions, so it’s important to make sure you and others you have handling your customer service tasks are always courteous and respectful. Never let your own emotions overtake your desire to see your customer walk away happy.
Listening is one of the simplest secrets of customer service. Listening means hearing what your customers are saying out loud, as well as what they are communicating non-verbally. Watch for signs that they are displeased, while listening to what they say to you directly.
7. Be Responsive
There may be nothing worse than non-responsiveness to a customer who is trying to get help or find out more about what you are selling. It is important to respond quickly to all inquiries, even if it is only to say that you are looking into the issue and will be back in touch. Some response is always better than none so that the customer doesn’t feel ignored.
8. Ask for Feedback
You may be surprised what you can learn about your customers and their needs when you ask them what they think of your business, products, and services. You can use surveys, feedback forms, and questionnaires. But you can also make it a common practice to ask customers first-hand for feedback when they are completing their orders.
9. Use Feedback You Receive
You need to work on the feedback you receive from customers in order to make it useful. Take time to regularly review feedback, identify areas for improvement, and make specific changes in your business. You can use a customer engagement system to act on feedback effectively, such as a modern POS. (Visit: getcirq.com)
Good customer service often requires you to consistently check in with your customers and make sure they are happy. Customers ought to be happy with not only the products and services you are selling, but also the process of purchasing, ordering, and working with you. If you do that successfully, you are on your way to becoming known for providing excellent customer service.