Customer service is the one of the ways in which you can get ahead and get an edge over your competitors. Several expressions are aimed at customer service providers. Familiar phrases like “The customer is king” and “Make a customer today and tomorrow he will come with family and friends” are meant to inspire and motivate business owners. The reputation of your business depends on how well you treat your customers. When you develop strategies that conform to the needs and desires of your customers, you will be sure to have a loyal and profitable customer base. Here are some of the do’s and don’ts that you should incorporate into your customer service.
Connect With Your Customer: Focus on connecting with your customer and not the content that you are selling. It is possible for a customer to walk into a shop and prefer being served by a particular clerk, despite the fact that the contents of the store are the same as a competing store. Customers want to be served by a person who is willing to listen to their needs. Take the time to establish this connection and your customers will be flocking to your store daily.
Be Accessible: Whenever customers call or send you an email, you should be accessible and attend to them immediately. Return all calls that have been left on your message systems. This lets customers know that you are attentive to their needs.
Be Flexible: This is crucial since it allows you to deal with different customer needs. The desires of customers change regularly from one customer to another. You must be flexible in order to answer these needs adequately.
Understand Your Customers’ Needs: You should have a one-stop shopping solution if you are running an online business. You should also have a one-call solution when dealing with customer calls. When a customer calls and has to be sent through a chain of extensions, he or she will get frustrated, disconnect the call, and walk away from your business.
Respond to Criticism: Criticism should be used to build upon existing business practices. Complaints indicate where your business is failing, and you should pay attention to these. All feedback is good feedback; use your customers’ experiences with your business to make it run more smoothly.
Ditch the Pitch: When a customer walks into your business premises, you should try to start a conversation with him or her. It is irritating when you launch into a sales pitch without knowing what the customer wants. This practice seems manipulative, and people will react negatively to it. Let the customer guide you with his or her questions, and answer them candidly and with camaraderie.
Negotiate, But Know When to Fold: Many people have been schooled on how to be rigid during negotiations. However, you should have some leeway, a certain percent of acceptable discount that you can offer the customer. This will please the customer very much, and you can be sure that he or she will be returning soon.
Don’t Argue: Sometimes customers can be a difficult lot, and will raise complaints over issues which seem altogether insignificant. Rather than argue, you should listen carefully, and promise to make amends to ensure that their shopping experience is better next time. An infuriated customer will calm down when you meet the tirade of words with a smile, humility, and a promise to do better in the future.
Don’t Talk Smack About the Competition: It puts off customers when you keep talking negatively about your competition. It also isn’t very effective; you may make the customer head to your competition and sample their products and services.
This article was written by Richard Craft, an MBA student who hopes to help you and your business succeed! He recommends checking out the Kensington iPhone cases if you utilize it in your business in order to give it the best protection.