What is excellent customer service and how to provide it? This might be the old time question of all customer service professionals.
Customer service is a long process that needs to be constant. You’re still may be looking for the answer to the question “What is excellent customer service, how can I provide it?” Here are some of the most effective ways to engage with your customers that will get your business positive reviews!
For the part 3 of this article, read Providing Good Customer Service: Part 3…
Use Your Power of Persuasion
You can talk and talk and talk, but if you are not any near being a master of persuasion, everything could be in vain. It takes a certain amount of skill to successfully convince a buyer that yours is the solution for him, that it’s worth the purchase.
Use positive language! Adjust your conversational patterns as necessary. How the customers perceive you and the company are what may ultimately make or break you once they make their decision.
Improving communications skills is improving your customer service skills.
You can only make your customer service better if you ask for and allow feedback. Find out what the clients really think of you. There’s a chance for negative feedback, but addressing it and changing what needs changing is the proper way to become more effective.
How can you find out what they think about your service? Find out through surveys, forms, questionnaires, calls and especially face-to-face interaction.
While the impulse is to be everything to your customer and become a “one-stop shop”, its just not always possible. When you know you cannot assist him any further, that is the time to be humble and admit it. But rather than simply saying sorry, assist the person further by introducing him to someone else who can offer solutions.
Remember: Pretending to know everything is not what excellent customer service is.
Refer them to a colleague or a leader with a different, if not higher, level of expertise. Make sure to let them know you are transferring the responsibility to a new person. Do make sure the new support member is aware of the client’s issues.
And remember, referring your clients to other professionals can not only help your client get an issued resolved but the other business person will be more likely to refer clients THEY can’t be of help to you!
Have Your Staff Trained
If you rely on staff to handle a lot of customer service issues, make sure they are well trained. Provide them the tools that should sharpen their customer service skills so that they can work more efficiently and productively. Also always remember to keep your staff up to date with specials or changes in your business. They should be the first to know of any price changes or specials you are running. Get in the habit of conducting weekly or monthly training meetings to keep them up to date.
Doing Things Differently
According to Warren Buffett,
“It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.”
Creating an amazing customer service experience is about really catering to your prospects needs. Make a bad impression and it can ruin your brand’s reputation. Make a great impression and you win loyal followers who will do the word-of-mouth marketing for you. In the modern age where anything could go viral, it would be beneficial to have your evangelists. For example, a few years ago I went to Singapore on business. I have a food allergy and told the stewardess and they made sure I didn’t have any seafood on my plate or made near my plate. Then 3 years later I’m on another trip and before we take off the stewardess comes to me and ask about my food allergy because I hadn’t put it on my reservation but it was still in their “file” about me that I’m allergic to seafood! Whenever anyone asks me about who they should fly if they are going to Asia, I always say Singapore Air and tell them about their AMAZING customer service!
Still, it’s never about you, but about your client. It’s never about getting that one sale, but building a trustworthy brand through excellent customer service.
After reading all four articles full of smart tips and guides, now you know what is excellent customer service and how to provide it to your customers. The next question should be “ Do you have the right people for the job?” If you are looking for customer service professionals, then get in touch with ConnieKnows or
contact us directly @ (888) 878-9711. Let’s do this!