You have an amazing product and your customers still aren’t as happy as you’d like them to be. Sometimes, it boils down to your customer service team.
This is one of the biggest challenges of most companies. Customers expect everything to be perfect and, when it is less than perfect, they complain. What can you do?
Well, there’s lots you can do. Here are a few items off the top of my head.
Remember the Basic Courtesies
Remember the basic courtesies we learned as children? Sometimes, as adults we forget to use the simple, yet powerful words. As a customer service provider, they are most important. They show your customer that you care.
- Say please.
- Say thank you.
- Say you’re welcome.
- Say I’m sorry I made a mistake.
- Say excuse me.
- Use yes rather than yeah.
- Say everything with a smile.
Always do what is right
There is a right and a wrong. There is honest and dishonesty. Do what is right. Do everything with honesty. That is ethics.
- Always be honest. Your customers will know if you’re not.
- Never give a customer a reason to lose trust in you.
- Integrity is the heart of success. One can never truly succeed and be content without possessing this quality.
- Do everything with integrity. Everything.
- Do what you say you will, when you say you will.
- Never knock your competition. You will be the one who looks bad.
Attitude can make all the difference
Everyday you make a choice about your attitude. Before you make the choice for today, stop and think about your life. Think about all of the things you have to be thankful for, the things your salary buys.
- It is all in your presentation. ALL!
- Attitude is everything. Good or bad. Your attitude is what your customers will remember about your business.
- You may not get a second chance.
- Believe that you can make a difference.
- Leave your baggage at the door when you come in to work. Don’t make your customers suffer because you’re having a bad day.
- Appreciate every day.
- Get enough rest. You will work and feel better.
- Make sure you do things for YOU every day.
- Take care of exercising your mind and your body.
- Take time to have fun.
Communicate Effectively… through Listening
Listening is the major component of communication. Without the ability to listen, communication can never be effective.
- Listen to what your customers are really saying.
- Listen actively – focus entirely on your customer.
- Remain objective – avoid judging.
- Listen for what is not said.
- Be a complete listener – don’t think about your response while the other person is talking.
- Use words like “I see. Tell me more.”
- Do not jump to conclusions.
- Gather as much info as you can before making a decision.
- Do not interrupt the person speaking to you.
Handle Objections when they arise
Ignoring an objection will never make it go away. Rather, ignoring it may make the customer go away.
- Listen to the customer’s objection.
- Acknowledge the objection.
- Respond with a positive statement.
- Follow up with a question.
- The customer’s response will determine whether they are truly objecting or looking for more info.
- Always be truthful when stating the benefits of your point of view.
Always Give Your Customer Your Best:
Customers are self-centered. Completely. They don’t care about you or your business. At least not until they get to know you personally. They are only there to see what you can do for them.
- Go the extra mile for your customer.
- Find ways to give them more than they expect.
- Even if there is no competition for your business, your customers deserve the best service.
- Make the customer feel comfortable.
- After the business transaction, make some follow-up contacts to insure your customers are satisfied.
- Appreciate every customer you have. Tell your customers you appreciate their business.
- When there is a problem, try to see things from your customer’s perspective. You’ll be surprised how often the customer is right.
- When you make a mistake, make it right with the customer.
- If there is any doubt, always rule in favor of the customer.
- Never try to prove to a customer that she made a mistake. You will never win that one.
- Perception is everything. To your customer, her perception is reality.
- After every transaction, ask yourself the following questions:
- How well did I handle the customer’s request?
- How effective and efficient was I?
- Was the customer satisfied?
- Send thank you notes when customers make a large purchase from you.
- Always remember . . . The customer is the reason you have a job.
If your customer service team is struggling with these set of values, we can help. Call Dave for a consultation today.