Ways To Improve Your Customer Service
Introduction ď ˝
Utilizing effective techniques to help your customers is a vital step in making them repeat customers and long-term clients. Here are a few guidelines on how to develop customer service techniques.
Ways To Improve Your Customer Service
Check Your Customer’s Pulse Use positive language Define Your Customer Service Belief System Understand Your Customer’s Obstacles Data Drive Your Business Change Your Employment Policy Establish Visible Measures Of Success Maintain professionalism Communicate
Check Your Customer’s Pulse ď ˝
No, not to see if they are still breathing, but to check their happiness level. Every time you interact with a customer, in person or over the phone, initiate a quick discussion to gauge how they are feeling. And as you begin to build a relationship with a customer, consider doing a quick survey or comment card.
Use Positive Language ď ˝
Never tell a customer you don't know an answer or can't do something when asked. These responses are negative and will cause the customer to lose faith in your ability to help. Display positive customer service methods by telling the customer you will find the information or that you'd be happy to find a solution to the problem.
Define Your Customer Service Belief System ď ˝
Ask any number of your staff for the definition of customer service and see what you get. You might be surprised. Most organizations assume that everyone is on the same page, that somehow everyone knows the significance of customer service and what it means to customers and the organization. It is rarely the case.
Understand Your Customer’s Obstacles
Many managers forget (or don’t know) what it is like to be a customer of their own business. Observation is the keyword here. Watch your customers’ movements and behavior when they are in your organization.
Data Drive Your Business
If you don’t currently collect valuable customer data, then now is the time to begin. It doesn’t have to be in any great detail. Just the basics like: name, address, phone number, e-mail address – if your customer doesn’t mind. Utilizing this information is paramount to keeping customers connected to your organization.
Change Your Employment Policy
I often see ads for frontline customer service staff saying: “5 years’ experience required.” It is understandable that businesses would want new people to hit the ground running. But this may not be the best approach when it comes to customer service. We have all heard the saying, familiarity breeds contempt.
Establish Visible Measures Of Success ď ˝
Every business is different. But the one thing they all have in common is the need to keep customers happy and to keep them coming back. Determine core customer service measures of success. For instance, if you want your regular customers to return or increase the amount they buy, then measure that as a goal of your customer service team.
Maintain Professionalism ď ˝
Customer service technique is about finding a balance between relating to a customer, but still being professional. Address the customer professionally, avoid using slang and never yell at a customer even if the customer is yelling at you. Remain professional, regardless of how the customer acts.
Communicate ď ˝
Even if managers do find the time to launch a customer service improvement campaign, many struggle to maintain the effort and therefore never see lasting results. Often the problem is rooted in the management desire to do it once and done.
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