Exceptional Customer Service
Business is, by its very nature, a competitive life. You want to not only bring the customers in, but keep them ñ and make sure that your competitors don't. But when many companies are actually offering much the same things, how can you make sure that you stand out from the crowd? Two words: customer service.
One of the most important things about your business, and what can almost guarantee your company's success, is the way that you treat your customers. Here are our five top tips to creating the best customer service for your clients:
1. Smile, smile, smile.
Nothing is more welcoming than a smile. Customer service is often the port of call for customers that are not initially happy with the goods or services that they have received, and they usually want to complain. But if you meet them with a smile on your face, it is scientifically proven that we naturally 'mirror' that smile ñ putting your customer in a better mood.
2. Quality not quantity.
Although not of product, but of attempts to make the customer happy. If it is taking you and your staff four or five attempts to really understand what your customer needs, then you aren't listening properly, and you are not taking your time. A higher quality response will lower the number of times you have to do something to make your customer happy ñ shortening the time that they are unhappy.
3. G. L. U. E. everything together.
No, don't stick the customer to your desk! G. L. U. E. stands for Give Little Unexpected Extras, and is a perfect way to bring your customer back on board if it looks like they are thinking of wandering to your competitors. Offer them an incentive to stay, and chances are they will stick with who they know ñ you. You just need to offer them something that is worth staying for.
4. Never say never.
There are always two ways to answer a question: no, we can't; and yes, we can but in a different way. Once you see the possibilities, it will make difficult conversations easier. ìNo, we don't have that in red,î can become, ìRed is available in another store ñ do you want me to order it for you?î
5. If in doubt, say sorry.
It probably isn't your fault, and it probably isn't even the company's fault, but sometimes customers feel so aggrieved, they aren't looking for answers, they're looking for apologies.
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