Having excellent customer service is one of the most crucial parts of running a successful company. When your customers and clients feel appreciated and know they can count on you, they are likely to return to you for the goods or services you provide. They're also likely to spread the word about their great experience, which is a very helpful (and free) marketing technique. Here are some ways to improve your company's customer service:
Be Friendly
If you've ever been in an office where someone was grumpy, you probably didn't want to ask them for help or even talk to them. This is how your customers will feel if you are in a bad mood or even have a neutral tone of voice. One of the most powerful tools of customer service is your face. Smiling will make those around you feel welcome, and is a major part of being friendly. Say "hi" as someone enters your workplace and ask how they're doing. They'll feel at ease and not hesitate to approach you.
Keep it Professional
You should always be professional in the workplace. This means everything from the way you dress to how you talk to people should be office-friendly. Try not to take personal calls in the office – save that for your break, unless it's an emergency. If a customer has an issue, do your best to resolve the problem quickly and efficiently. While the customer is not always right, it is very important that you listen to and acknowledge the issue they are having and do your best to take care of the problem. This is also an important part of customer retention.
Know What You're Talking About
If a client asks a question about your product or service, you need to know the answer. The same goes for your entire staff – everyone needs to be an expert on your company. This enables them to easily answer any questions a customer has, proving they know what they're doing and that your business is worthy of the client's money.
Go Above and Beyond
Think of a positive customer service experience that you've had. What stands out? The person helping you probably went beyond the norm to assist you. They may have gone out of their way to fix an issue, or even offered a discount on future purchases in order to apologize for the problem you were having. These little gestures, such as giving someone a business flyer with a coupon or taking extra time to solve an issue, can make a world of difference in someone's opinion of you and your company.
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