To every business that needs to thrive, customer service is not just an option; it is a way of life. Across-the-globe, business owners, marketers and managers are consistently focusing on delivering top-notch customer service experience. The phrase, “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 achieving great heights, companies are missing out on developing the foundation.
So, today I would like to stress on the basics which are often ignored. But, they are the building blocks of excellent customer service. These won’t take much effort to implement and will ensure that your professional performance is at par when it comes down to treating your customers right.
Do’s of Customer Service
Respect your customer
Any relationship, be it personal or professional, initiates 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 key fundamentals of building customer relationships is to make the other person feel important with extreme sincerity. Any customer deserves your full attention and you can do so by keeping a polite and patient tone with him/her. This is the easiest way to let them know that you care while making the entire experience worth their while.
Customer service demands you to take responsibility for any problems or negative feedback that customers face with 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 be ready to apologize to a customer on behalf of your company, even if it wasn’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 customer, but their loyalty as well.
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. It comes with personal experience, maybe one where you had an unsatisfactory customer service. Could you recall how it feels to get frustrated when you look for support and guidance? Would you want that your customers feel the same? Apply this unpleasant situation into your customer service and figure out things from the customer’s perspective.
Say “Thank you”
Gratitude goes a long way in 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 options available in the market. 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. Amidst the complaints and the disappointments, there are many who want your company to perform better. Hence, be open about any kind of suggestions or feedback they might give. Let your customers know that you care about what they have to say and about their expectations of you. Customer service management involves putting focus into your shortcomings according to their opinions, which 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 to 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 a second time. Rather than playing the blame game with your customers, fix the flaws in your service team.
Be indifferent to customers’ problems
Indifference can prove to be the biggest enemy to customer service. It means you don’t care at all. This could lead to a plethora of problems you encounter on a daily basis. But, for a customer service professional, things must never have run their course in this way. Call it an occupational hazard, but your job requires you to treat the customer as king and make his problems your own.
Make Things Overly Complicated
While the customers today, maybe tech savvy, informed and experienced, but 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 anytime and anywhere it is 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 in a seamless way as a phenomenal customer service software. To get a no obligation free trial, visit www.kapturecrm.com