Customer service can have a big impact on business profits - and in some instances can even determine the success or failure of a company. It is well worth the time to discover ways that you can improve client relations and deliver excellent customer service.
1. Listening is the first step to great customer service. Besides being an essential sales skill, listening enables you to give your clients the type of service they want. When you are unsure, ask! Ask customers directly or conduct a survey, whichever style works best for your business. For example, "Would you like me to follow up with you next week?"
2. Encourage feedback from clients. Not only do you get valuable information from current and future buyers, people like feeling valued and appreciate being included in your business "community". More involvement can develop into customer loyalty and usually, increased sales.
3. Establish clear and simple customer service policies for your customer service employees to follow. These policies should be determined by what your customers want as far as service. Provide training for customer service employees so that they know exactly what to do in certain situations. Giving staff members the authority and power to make such decisions can also help morale.
4. Give guarantees on your products and make customer returns easy. When people see that you stand behind your product or service and offer easy exchanges or returns, they are less hesitant to do business with you and more likely to refer you to others.
5. Don't blame the customer. We have all heard it before, "The customer is always right". Well, sometimes. But even if they are wrong... if we want them doing business with us again, we want to let them know that they are right.
6. Follow up with the buyer a few days after a sale to make sure they are satisfied and to answer any questions they might have. Besides providing great customer service, this contact point may even turn into another sales opportunity if the buyer finds that he or she wants additional products or service.
7. If you make a mistake, admit it and solve the situation promptly. Take the high road, and shoppers will notice. "Taking Responsibility" is a personality trait that people like and admire, and as we all know, people do business with people they like. Be that person.
8. Keep in touch with clients. Whether it is through holiday gifts, birthday cards or notifications of "discounts for valued clients", continued communication lets customers know that you haven't forgotten about them - and they are less likely to forget about you. If your business is internet-based, you may want to consider a monthly or quarterly e-zine newsletter. You could also mail out a print newsletter. Include topics pertaining to your industry that your clients are likely to be interested in.
The bottom line is that you want to treat customers like you would want to be treated - like a trusted friend.
