Tips to Improve Your Customer Service
By: Bob Mamak
Introducation 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.
Tips to Improve Your Customer Service
Know your products Use positive language Identify your customers Listen to the customer Admit mistakes Maintain professionalism
Know your Products ď ˝
Understanding the products or services you represent is necessary to be able to help customers find the right solutions. Research new products and routinely review your entire line of products and services so you always have details and specifications ready.
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.
Identify Your Customers ď ˝
Maintain a one-on-one relationship with customers that lets them know you're focused on their individual needs. Address the customers by name and give them your name. Always establish your customer's identity and field of business so you can relate to this information throughout the exchange.
Listen to the Customer ď ˝
Allow a dissatisfied or concerned customer to tell you what's wrong or why a product or service didn't deliver as promised. Avoid interrupting or talking over a customer, because this will make the customer feel that you're not listening and don't care.
Admit Mistakes ď ˝
Admitting fault is an integral part of good customer service, because no company is perfect. Avoid becoming defensive or verbally confrontational with a customer that points out an error made by you or your company. Instead, apologize for the error and explain to the customer how it will be rectified.
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.
Start Small When Troubleshooting ď ˝
Begin with simple or small solutions if a customer has issues or problems. The solution could be as simple as unplugging and restarting a piece of equipment or changing a setting. Try small solutions first and graduate to larger ones, like replacing a whole unit, only if the more simple fix doesn't work.
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Bob Mamak is a business entrepreneur in Ontario who humbly listens to his customers and trains his staff to give best service to their customers in Canada.