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There are many ways to provide good customer service. Some are big grand gestures but others can be every day, little things. The key to a successful business is not only to bring in new customers, but to get the majority of those customers to come back.
When you provide good customer service it will bring customers back. When you send a customer away happy they may even pass on positive feedback about your business along to others. If you offer them the same excellent customer service, they in turn might become repeat customers.
- Answer your phone
Make sure that someone is picks up the phone when someone calls your business. Notice that says “someone”. People who call a business for help want to speak to a real live person, not an automated service or “recorded robot”.
- Don’t make promises unless you will keep them
Not you plan to keep them, that you can ACTUALLY keep them. Reliability is one of the keys to any good relationship, whether it be personal or business. Good customer service is definitely no exception. If you say, “It takes so 3-5 working days to be delivered” make sure it takes no more than 5 days for it to be delivered. Otherwise, don’t say it. If you can’t make guarantees say “We aim to” or “We try to “. The same rule applies to appointments, deadlines, etc. Before you give any promise THINK- because nothing looks worse to customers than a broken promise.
- Listen to your customers
As we all know, ther
e isn’t anything more stressful than telling someone what you want/your problem only to discover, that that person hasn’t been paying attention or understood and needs to have it explained again. From a customer’s point of view, that doesn’t look good. Lose the pitches and the chatter and focus on what your customer is really asking or trying to say. Let them talk and show them that you are listening by responding in an appropriate way to things they have said; such as suggesting how to solve the enquiry.
- Deal with complaints
There isn’t anyone that likes dealing with complaints, and many of us have developed, “You can’t please all the people all the time” attitude. Well maybe not, but if a customer is complaining and you give them your attention, you may be able to please this person this time – this puts your business in a good position to benefit from good customer service. Properly dealt with, complaints can become opportunities for improvement.
- Be helpful – even if there’s no immediate profit in it
Not so long ago I rang a company looking to enquire about their services. I didn’t want to book or use them immediately, yet still the person on the phone was wonderfully helpful. She didn’t rush me or try force me into buying. She was just full of information and advice that really helped me.
I may not have bought then and there but I will in the future and guess how many friends and family I’ve told about it?!
- Train your staff
Well trained staff are one of the best assets in business. Staff should be trained to always be helpful, courteous, and knowledgeable.
Do it yourself or if you don’t feel confident enough, hire someone else to train them. Teach them about good customer service and what it is (and isn’t). Tell them the image you want to project to customers and show them how you want customers to be dealt with. The most important thing in great customer service is to ensure you give every member of your staff enough information and power. This will enable them to make those small customer-pleasing decisions, so they never have to say, “I don’t know, but so-and-so will be back at…”
- Take the extra step
If someone requires your help and asks you to help them find something, don’t just say, “It’s in such and such”. Lead the customer to the item or talk them through the stages of finding the item. Even better, ask and see if they have further questions about it. No matter how big or small the extra step may be, if you want to provide good customer service, take it. They may not say anything or show you gratitude, but people DO notice when people make an extra effort and will tell other people.
- Throw in something extra
Whether it’s money off, additional information or just a polite, genuine smile; people love to get more than they thought they were receiving. Don’t think that a gesture has to be a grand gesture to be effective. Little sincere gestures can sometimes have the biggest impact.
In this Customer Service Level 3 qualification you will study the most important requirements for those looking at working for a business which works closely with clients. This Customer Service Level 3 qualification is designed to assist those who will work closely with clients to ensure the service they provide to their clients is superior to competition. The most important thing that learners will need to understand and appreciate is the necessity of quality customer service. In a world of modern technology, the requirements and the structure of customer service has altered. This Customer Service Level 3 course takes students through the steps towards creating an exceptional customer service within a variety of businesses.
ABC Awards is a leading national Awarding Organisation, regulated by Ofqual, and the Welsh Government. It has a long-established reputation for developing and awarding high quality vocational qualifications across a wide range of industries. As a registered charity, ABC Awards combines 180 years of expertise but also implements a responsive, flexible and innovative approach to the needs of our customers.