“Quality in a service or product is not what you put into it. It is what the customer gets out of it.” – Peter Drucker
Excellent customer service creates loyal customers for life who are willing to refer your business to friends, family, and colleagues.
No matter how good you think your product is, or how talented you think you are, what your customers are likely to remember is the direct contact they have with your company
If you are a business owner you know how frustrating it is when clients are not happy with your customer service. Customer service is important to get right it can crash your business in a minute. On the flip side, they can both give good and bad reviews.
Customer service is more than waiting on customers. It includes trying to exceed customer expectations. Customer service is the practice of providing customers with a positive, helpful experience. Providing this type of great customer service starts with a genuine desire to delight your customer.
Learn more about your customers to create a pattern of great service in your small business
S = SMILE
E = EYE CONTACT
C = COMMENT
- KNOW YOUR PRODUCT AND SERVICE
Expensive knowledge of your product is an essential customer service skill. You need to know what you are offering inside and out. Be aware of the most common question ask and know how to articulate your answer that will leave them satisfied.
- ALWAYS BE FRIENDLY TO ANYONE
Customer service starts with a smile. SEC, as shown above, is a very important acronym. this can make or break your sales or whether a customer will come back or not. When facing your customers, a warm greeting with a smile is the first thing your customer wants to hear and see when they ask for help.
- PRACTICE EMPATHY, PATIENCE, AND CONSISTENCY
Some of your customers will be full of questions, some just chatty, and other plain mad. You must be prepared to empathize and handle all of them and provide the same level of service every time.
- KEEP YOUR WORD
If you promise something, making sure you deliver on it is a common-sense customer service. Don’t let your customers down. Keeping your word is about respect and trust.
For example, if you promise an SLA uptime of 99%, make sure you keep to that standard. If you promise to develop a certain feature in your software in a particular time frame, make sure you deliver on that.
When you break your word, like saying you’ll get back to a customer within 24 hours and you don’t, offer something to make up for it. If your customer’s delivery goes awry, offer to replace it and refund their money for their trouble. You might lose some money in the short term, but you’ll gain a loyal customer.
- ADMIT YOUR MISTAKE
When you do the wrong thing/mess up, admit it, even if you discover your mistake before your customer does. Admitting your messed up builds trust and restores your customers’ confidence. it also allows you to control the situation.
- ACTIVE LISTENING
Paying attention to customer feedback includes looking back over the data, as well as listening in real-time. Show your customers you hear them when they take the time to speak to you. Listening increases the chances that you’ll hear your customers’ real problems and can effectively solve them, resulting in happier customers.
When you use active listening your customers feel heard make sure your customers know you understand them by clarifying what they say.
- ASK FOR FEEDBACK
You may be surprised by what you learn about customers and their needs when you ask them what they think of your business, products, and services.
Various ways to get feedback
- Customer Survey
- Feedback Form
7.APPLIED FEEDBACK YOU RECEIVE.
Work on every feedback you receive from customers to make it useful in your customer service process.
Take time to always review feedback, identify areas of improvement, and make specific changes in your business.
Great customer service means following best practices like valuing customers’ time, having a pleasant attitude, and providing knowledgeable and resourceful resources, but that you also take things a step further to exceed — rather than just meet their expectation
The business should be built around how to deliver excellent customer service. It’s easy to forget its importance when you are building your brand’s web presence and marketing your website.