Customer Service With Excellence
Customer service with excellence is vital to retaining clients and growing market share.
The importance of communication skills and teamwork in the work place to give the customer a good experience is essential for the success of a company.
Just about everyone has been in a situation where they feel as if they were slighted by the person that was supposed to be helping them. Not only does this type of experience leave the customer feeling frustrated, but it will usually make the company lose a customer and/or receive a barrage of complaints.
Customer service is not only beneficial for customers, but it ensures that businesses will be able to better retain their clientele. When people have successful experiences at a business, they will most likely be repeat customers. Customer experience can set the tone for the reputation that a business develops. Satisfied customers are the bread and butter of any successful company, and for this reason, customer service skills should be an integral part of employee training.
One way to improve customer service is to understand your customer. If you show your customers that you are on their side and that you will do everything in your power to help them resolve any issues that may arise, customers will feel a sense of security.
As a customer, there are few things more frustrating than asking an employee for help only to be met with the response, "I don't know, this isn't my department." It is important for employees to be reminded that everyone is responsible for customer service, even if it's not their "department."
It would be a good idea to have employees from different departments meet with each other and learn a little bit about what each department does. This will help the employees work together as a team, and be able to more effectively solve customer service issues. The different departments could stage "customer service drills" where they map out possible customer service problems and try to reach a resolution in a timely manner.
If customers are not being respectful, sometimes it may be be necessary to make a supervisor aware of the situation. This will protect the employee from getting too emotionally involved and upset with the customer.
Most of the time, customers truly are seeking answers, but sometimes they are purposefully trying to provoke the employees. When this happens, it is best to transfer the situation to a supervisor or someone who is better equipped to handle the situation.
Customer service with a smile.
Employees should be taught that it's ok if they don't know the answer to a problem, but the important thing is that they find someone who will help the customer find a solution.
Saying something as simple as, "Sir, I am not sure what the answer is, but if you give me a few minutes, I will find someone who can answer that for you," will make the customer feel at ease. And it is important to make sure that the person who is supposed to be helping them actually puts forth effort to figure out an answer.
The last thing a customer wants is to waste an hour asking ten different people the same question only to discover that no one has a resolution. Going the extra mile is an important step in the customer service process.
When employees realize that happy customers help the bottom line of the company, the corporation will be more successful. As employees, the number one concern should be the satisfaction of the customer. Improve customer service with training of employees.
Responding immediately to a clients request is one of the many examples of good customer service with staff going the extra mile. Customer service with a difference is always rewarded. This means that if you put in that extra effort and treat your clients with consideration, respect and manners, this has more chance of leading to a potential sale than bad customer service.
When it comes to customer service with valued clients, at the end of the day you are really selling yourself with the product. Nobody wants to have interactions with a unhelpful person. No matter how big or how small the product or service may be, the client wants to be treated well and to be put first. If you believe in yourself, believe in your product and believe in the company, as well as provide excellent levels of customer service.