Check out our range of business webinars, on-demand E-Learning Education, our Talk to an Expert Advisories, or browse our selection of business articles.Continually improving customer service performance is vital as it’s one of the definitive drivers of company profitability. No matter what stage of your business journey you’re at, Small Business BC has the resources you need to succeed. Provide ways for customers to give feedback, whether it’s a follow-up email or phone call, a suggestions box or something more fun and innovative. Get Regular Feedbackįeedback is a great way to grow both your business and your skills. It does not need to be a dedicated helpdesk Twitter handle, simply make sure you respond promptly and informatively to clients on your main business Facebook page or to your Twitter account. If you’re working in an industry or marketplace where customers are constantly online, you need to amend your service delivery to incorporate that. Be AvailableĬustomer service is no longer just about face-to-face contact and telephone. Whether that remedy is your business or another, they will appreciate the extra mile you went to help them and will recommend your business to their network. If you don’t think you can fulfil the request, help them find an alternate remedy. Yes is a powerful word but if you’re unable to fulfil a request: know your limits. Always do what you say you’re going to do. Look for ways to make doing business with you easy. When they have a request (as long as it is reasonable) tell them that you can do it. Appreciate the Power of “Yes”Īlways look for ways to help your customers. By agreeing in advance the scenarios where you will provide these remedies, and how much you’re willing to spend, you will be able to speak calmer and more confidently when offering the solution. Whether it’s purely a refund or return, or if it’s coupons or a free service. Have a menu of calming remedies which you and your employees can use. Communicate regularly so that you’re aware of problems or upcoming needs. The more you know your customers, the better you become at anticipating their needs. Most customer needs are emotional rather than logical. They will feel like you’re in control of the situation and that you can help solve their problem. Your calming approach will help your customer stay calm too. Stay Calmĭifficult as it is sometimes, it is important to stay calm. Customers can be very sensitive and will know whether or not you really care about them. If they feel like they’re being laughed at, or spoken down to, they will not purchase anything. No matter how ridiculous a question may sound to you it’s important to the customer. Make customers feel important and appreciated. Deal with the problem immediately and let the customer know what you have done. Don’t engage in fault-finding or laying blame, but let them know you’re sorry they had a problem. It’s amazing how calming the words “I’m sorry” can be. If they’re confused or have a problem, by lending a listening ear, you’re showing that you care and that you’re not dismissing them. Sometimes, customers just need to know that you’re listening. Here are ten tips for dealing with customers and delivering excellent customer service: 10 Tips for Dealing with Customers 1. The key is to make each customer feel welcome and helped. The questions you get asked in a customer facing role can be in equal parts interesting, monotonous, funny and challenging. Sometimes it can be challenging to build those relationships. Sure, you can attract new customers with unique products, free gifts, or reducing your prices but if you’re not creating relationships with them, they’re not going to return or recommend you. Without them, you would not, and could not, exist in business. Your company’s most vital asset is its customers, so you need to make sure you’re dealing with your customers properly.
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