For every business that wants to thrive, good customer service is not just an option; but a mandatory way of life. Across the globe, business owners, marketers and managers are consistently focusing on delivering a top-notch customer service experience. The phrase “The customer is always right” instilled in the minds of every sales rep has become rather repetitive and clichéd in today’s age. Yet, poor customer service is still a common thing in the digital market place. In the pursuit of scaling new heights, companies are forgetting to stabilize the foundation.
So, today I would like to stress on the basics which are often ignored. They are the building blocks of excellent customer service. These steps won’t take much effort to implement and will ensure that your professional performance is at par with treating your customers right.
Do’s of Customer Service
- Respect your customer
Any relationship, be it personal or professional, starts with respect. As Damon Richards stated, “Your customer doesn’t care how much you know until they know how much you care.” One of the fundamental aspects of building customer relationships is to make the other person feels important. This is not just for show but do be done with extreme sincerity. Any customer deserves your full attention and you can make sure of that by keeping a polite and patient tone with him/her. This is the simplest way to let them know that you care; while making the entire experience worth their while.
- Take Responsibility
Customer service demands that you take responsibility for any problems faced by customers or negative feedback given by them about the products, services or even your company. Since you are the face of the company to the customers and their first point-of-contact, you must not hesitate to admit fault and apologize to a customer on behalf of your company, even if it isn’t your fault. Acknowledge the issue and do your best to make sure it gets fixed as quickly and smoothly as possible. This will not only bring on more business from the said customer but ensure their loyalty as well.
- Be Honest
Trust is the foremost thing needed to build a healthy relationship. And, nothing destroys trust faster than false promises. So, if you are promising something to your customer make sure you can deliver it. Honesty is the best policy. Be fair about prices, budget, additional charges, and refund/return policies. Respond and follow-up as you promise to your customers.
- Place Yourself in the Customers’ Shoes
Try putting yourself in the place of the customer before addressing their query or request. Think of personal experience from the past, maybe one where you had unsatisfactory customer service. Can you recall how it feels to get frustrated when you look for support and guidance? Would you want your customers to feel the same way? If your answer is “No”, then work towards fixing the problem as though it is happening to you.
- Say “Thank you”
Gratitude goes a long way towards making your customers feel appreciated for their loyalty to your brand. Saying “Thank You” to the people who support your business will show how grateful you are that they choose your product or service over other available options in the market. A few words of appreciation might be the key to make your customers come back for more.
Don’ts of Customer Service
- Rush Your Responses
If you are unsure about any information, don’t pass that on to the customer in haste. It needs to be understood that no response should be rushed, even if you are aiming for fast solutions. This can cause many mistakes adding to the customer’s disappointment, ultimately making matters worse. If you are not the right authority to deliver a particular solution, you can pass the request to the concerned department, and give your customer a deadline.
- Ignore Customer Feedback
Make it a point to listen to your customers always. The reason for the complaints and the disappointments is that they want your company to perform better. Hence, have an open mind about any kind of suggestions or feedback they might give. Let your customers know that you care about what they have to say and also about their expectations of you. Customer service management involves focusing on your shortcomings according to their opinions; believe me when I say that it pays off well in the long run.
- Play the Blame Game
While it is very easy to blame a customer for a difficult situation, it might cost big for your business. This kind of approach will make customers lose faith in your brand and move onto your competitors, as they won’t risk having a similar experience with you for a second time. Rather than playing the blame game with your customers, fix the flaws within your service team.
- Be Indifferent to Customers’ Problems
Indifference can prove to be the biggest enemy to customer service. It means that you don’t care at all. This could lead to a plethora of problems which you will encounter on a daily basis. But, for a customer service professional, things must never have run their course this way. Call it an occupational hazard, but your job requires you to treat the customer well and make his problems your own.
- Make Things Overly Complicated
While the customers today may be tech-savvy, informed and experienced, they still expect your customer service tools to be easy and straightforward. It is your job to ensure that your customers have easy access to support at any time and anywhere needed. Not to mention, it needs to be platform-independent as well and should include all tools available, phone, e-mail, Live Chat, self-service, social media and so on.
Kapture CRM can help your business grow seamlessly with our phenomenal customer service software.
To improve your business, customer service do’s and don’ts take centre stage. You can keep good on the promise of 24/7 support with real-time updates. Get on the Kapture wagon and be part of an elite crowd which utilises CRM to tend to customer needs. Handling a multitude of clients at the same time is now possible with the Bulk Action feature. A trigger-based workflow ensures that tickets get resolved instantly without any escalations. Enjoy a clutter-free work environment on the prioritised inbox and make use of the escalation matrix to prioritise urgent tickets. Customer service management will take centre stage when you employ Kapture Service CRM. Experience smooth operations and faster resolutions which further give you nothing but happy customers for life.