Good Customer Service (GCS) is the lifeblood of any profitable business. In your business decisions, you can dream of offering promotions and slash prices to bring in as many new customers as you want, but you should know that unless you can get some of those customers to come back, else your business won't be profitable for long.
Customer service is all about making your customers come back. And about sending them away happy. Very happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.
Remember, if you are a good salesperson, you can sell anything to anyone once. But it will be your approach to customer service that determines whether or not you’ll ever be able to sell that person anything else. The essence of good customer service is forming a relationship with customers. A relationship that individual customer is going to feel that he/she would like to pursue.
How do you go about forming such a relationship? By bearing in mind the one true secret of good customer service and acting accordingly; "You will be judged by what you do to others, not what you say."
I know this verge on the kind of statement that is often seen as a simple thing can yet cost your business. Always providing good customer service is a simple thing. If you truly want to have good service, all you have to do is ensure that your business consistently does the following things:
Get phone calls as soon as possible. You should not let you business line ring for so long without answering. If you there is a room for engaging someone to be taking calls, do so because many people who make business calls want to talk to a live person, not a fake "recorded robot".
Never make promises that you know it is impossible for you to keep. Reliability, customers need keys to any good relationship, and good customer service is no exception. For example, if you say, “Your product or service will be done tomorrow”, make sure it is delivered without hesitation or derailment. Otherwise, you better not say it. The same rule applies to client appointments and deadlines. Think before you give any promise because nothing annoys customers more than a broken promise.
The most vexing thing customers hate is telling someone what you want or what your problem is and then discovering that the person is not paying attention and needs to have it explained say it again? From a customer's point of view, I doubt it. Can the sales pitches and the product babble. Let your customer talk and show him/her that you are listening by making the appropriate responses, such as suggesting how to solve the problem.
No one likes hearing complaints anyway. But where products or services are being sold, it is difficult to please everyone. Hence complaints are raised. Even though many business owners or employees have nowadays developed a reflex shrug saying, "You can't please all the people all the time". Maybe not, but if a complaint is raised, pay more attention. By doing so you may be able to please this one person this one time and position your business to reap the benefits of good customer service.
Some other day you might not have some items in your stock and a customer comes in for the very finished stock, are you going to let him/her go back without the commodity when you know that a certain shop nearby the items are in stock. Why not direct your customers were they can find it. Here you won’t make any sale, but you have shown that you do care of your customer a lot.
Trained staff brings pride to their employer by doing what exactly the employer would have loved to do to the customer. Therefore, talk to them about good customer service and what it is and isn't right regularly. Most importantly, give every member of your staff enough information and power to make those small customer pleasing decisions. This is going to help you to do away with some embarrassment and so never hear, "I don't know, but if my boss was here would have helped".
As earlier mentioned in step 5, if someone walks into your store and asks you to help them find something, do not say something he/she won’t understand and forget about him/her. Lead the customer to the item. Better tell the person exactly you would feel properly heard and ask if there is anything apart from needs. Whatever the extra step may be, if you want to provide good customer service, take it. They may not say so to you, people notice when people make an extra effort and will tell other people.
People need very clear information always. Take proper ways of marketing and straight forward additional information on how to use the product, or a genuine smile. Customers love to get more than they thought they would get. And don’t think that a gesture has to be large to be effective. If you apply these eight simple rules consistently, your business will become known for its good customer service. In due time you are going to see that “ The irony of good customer service is that over time it will bring in more new customers than promotions and price slashing ever did”.
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