Keeping your word is about respect and trust. If you promise to develop a certain feature in your software in a particular time frame, make sure you deliver on that. Interestingly, customers do not feel extra grateful when you deliver more than you promised. They do, however, feel angry if you break a promise. Going the extra mile is one of the most important things you can do to deliver great customer service.
This is when you have ticked all the boxes, yet you still want to do more. In fact, sometimes customers may ask for one thing without realizing that they really need another. This may be linked with the phenomenon of reciprocity in social psychology: If you do something nice for your customers, they will want to do something in return — like buy your products! The hotel gave her one as an unexpected parting gift, winning them one very delighted customer.
All of the elements above combine to produce great customer service. Customers want to be treated like people, not a number in a ticket queue. Humanize them, and humanize yourself, for customer service-driven growth.
Sometimes customers just need to be heard, so be sure to actively listen to what they have to say. They might have a valid point that you can use to make your product or service even better. By listening attentively, you can understand exactly what your customer needs from you. Related: Communication Skills: Definitions and Examples. Customers often remember sincere gratitude, and it reminds them why they hired your company or shopped at your store. Saying thank you after every transaction is an easy way to provide excellent customer service.
Here are a few other ways you can thank customers for their business:. Related: Guide to Thank You Notes. Providing great customer service means knowing who your customers are and what they want. Here are a few tips on how you can get to know your customers better:. Asking your customers for feedback shows them you care about their opinion and want to be helpful. Allowing them to provide feedback can make them feel appreciated.
You can use feedback forms, customer surveys, questionnaires or first-hand feedback when customers are completing their orders to find out what they need and what they think of your business, products or service.
Once you have feedback from your customers, you should make use of it to improve your customer service process. You can take time regularly to review the feedback you are getting so you can identify areas where you can improve and note any specific changes you can make. A positive relationship with your customers will help you to ensure their return business.
Showing that you care about them may inspire their loyalty and appreciation. You could offer personalized service, greet them by name and make notes of previous conversations so you can reference that information the next time you meet. Customers remember when a company or representative commits to something, and they trust that whatever is committed will be delivered.
If a mistake happens and a promise is broken, make sure to offer something to make up for the broken promise and to rebuild the trust between you and the customer. If you want to go above expectations with your customer service, follow up with customers at a later date to check up on how their experience has been with your product and service. Find out more about managing customer complaints.
Know your products — where everything is located, brand names, place of manufacture and price. The more you know, the more confidence you can build in the customer. Recognise product features.
Turn these features into benefits for the customer. Ensure your staff can tell customers about the product features and benefits. General enquiries: 13 QGOV 13 74 Home Running a business Customer service and consumer laws Customer service Improving customer service Principles of good customer service. Customer service. After-sales service Managing customer complaints Managing online customer reviews Improving customer service Principles of good customer service Meeting customers' expectations Creating a service delivery flowchart Measuring customer service Creating a customer service program Improving customer service - case study video Collecting and storing customer information.
Take Squarespace, for example. This paragraph is on their homepage for all to see. It evokes feelings of security—you know you can rely on them for whatever tech issue is thrown your way. Oh, and personalized, round-the-clock support?
Another example of this in action is from the pet supplies company, Chewy. This lucky customer received an unexpected gift from Chewy in the mail, and this customer took to Twitter to share it. We just received this hand painted portrait of Ruca out of the blue from Chewy! What an amazing company. This is such a sweet and unexpected gift!
Thank you so so much Chewy! Plus, potential customers may see posts like this and be more inclined to purchase from you because of how wonderfully you treat your customers. As a business owner or member of an agile team, you know how hard it can be to acquire customers.
Happy customers often result in happy employees. It will be really difficult—if not nearly impossible—to provide excellent customer service unless your entire company is on board. These days, customers expect you to be available on various channels, like email , live chat, phone, and more. Your customers are busy, so having several options for contacting you can make a huge difference in their day alleviating stress right off the bat!
Before you introduce a new support channel, make sure you have a reliable process in place or an effective way of monitoring that channel. Your future self will thank you. A good practice for calls and emails is to respond within 24 hours. One of the foundational components of excellent customer service is to listen. Let your customers explain themselves fully, uninterrupted. Not only does this allow the customer to tell you about their situation in their own words, but it requires you to give your full, undivided attention, which will set you up to find the best solution.
Or they could just be a terrible person who is mean to customer service representatives. Arguing with your customers is a surefire way to lose them—and simultaneously soil your reputation. In most customer service situations, defending yourself makes the problem worse. If you need to take a moment, put your customer on a brief hold, and collect yourself.
If your company holds a guarantee for a product, make sure you honor that guarantee. Set yourself up for success. If you know an issue will take a while to look into, overpromise on the timeline, and then deliver well before that date. Putting the customer at the center of everything you do will pave the way for a wonderful relationship.
If you help your customers get what they want, you will get what you want. Sacrificing long-term relationships with short-term sales will no doubt come back to haunt you.
Instead, keep your eyes on the prize: making your customers happy. That will definitely make things worse. Instead, admit your mistake, apologize, and do what you can to make the situation right. Pro tip: If you know that you need some assistance, Keeping is a great option for streamlining your customer service process.
Investing time into training your team is just as important as them implementing it.
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