Great customer service opens the door to business success. A loyal and well serviced customer base will provide any business with revenue and the potential for growth. When it comes to achieving impressive customer service there are some simple ways to get it right.
1. Be accountable
There are few things more off-putting for a customer than a customer service team that just won’t admit to mistakes. If there is fault, admit to it, apologise and take steps to make amends. Value customer complaints and action them if you want to convert them into positive, ongoing relationships.
2. Say yes
Accommodate what your customers ask for whenever you can – there’s no better way to achieve great customer service than to give customers what they want.
3. Listen to your customers
You’ll not only improve the customer’s experience by doing this but also learn what it is that makes your customers tick. This invaluable insight can be fed into many areas of the business that function on an understanding of what it is your customers really want.
4. Train your staff
Training is a positive investment that will give staff the confidence to deal with customers and produce a consistent approach to customer contact right across your business. You can’t be there to steer every conversation in the right direction so training gives your people the tools to do it for themselves.
5. Ask for feedback
Customers are a fantastic source of insight when it comes to working out how to improve your offering. Check in regularly with your customers to see how they feel about the service they receive, where the pain points are and what they’d like to get from your business that currently isn’t there. Listen carefully to what your customers say and you’ll be able to create a much more authentic and well-tailored experience for them in future.
6. Go above and beyond
If there’s one thing that guarantees great customer service it’s a business that goes above and beyond customer expectations. How could you make life easier for your customers, what can you give them that they won’t get elsewhere and what pleasant surprises can you offer?
7. Use the language of your customers
Great customer service is built on communication and that requires all parties to be speaking the same language. Customers want engaging, easy to understand communication and conversations so avoid using language that puts up barriers.
8. Make customers feel valued
Sincerity and enthusiasm are key elements to the kind of customer service that makes for positive interactions. It’s important to make customers feel like they are listened to, treated as individuals and that the business wants them to remain on board.
9. Employ technology as a tool
There are many tools available to improve customer service today, from a CRM system to automation and AI. Invest in technology that will enable you to respond faster and keep quality standards high.
10. Value your staff
It’s your people who are on the customer service front line. If they are confident, well treated and engaged with your business then your customer service will be improved as a result.
Our customer service training courses provide firm foundations for fantastic customer service – contact PTP today to find out more about how we could support your business.