Did you know that it costs five times more to win a new customer than it does to retain a current one? Unfortunately, customers are definitely not loyal by nature, and research indicates that emotion is the biggest influencer of purchasing decision.
The key to creating a lasting relationship with your brand or service is connecting to your customers on an emotional level.
Anyone can simply deliver a product or service: you need to develop a close relationship with your customer, and you do this by offering each customer their own unique customer experience. this can be achieved not only by using these tips but also by using the right help desk software. You anticipate their needs and expectations and ensure that you exceed them every single time.
Top-quality customer service is an attitude that should be engrained in each and every department of your business, and it starts and ends with your employees – from the desk clerk right through to the Chief Executive Officer.
It’s a lot more than just a slogan on the boardroom wall: excellence is a premium consistent service at every point, created by a customer service oriented tone that’s the driving force behind your company.
Below we’ve listed some excellent customer service tips to help you focus on some of the most vital elements of excellent customer service.
Business is all about people, people are called ‘customers’, and customers are ordinary individual people.
When you focus all your energies on the merchandise in your store you’re forgetting the most important component of running your business – your customer. Remember, without your customers you have no business!
Don’t assume that you can run your business by paying the lowest wages, doing little or no staff training, and offering the least benefits: it doesn’t work that way, and it will show. It’s not companies that help customers – its people! You must have top-quality employees, highly trained in customer service.
Remember that your staff members will treat your customers the same way they are treated by you. They’re taking their cue from you and other management personnel. Are you out there greeting your employees each day; do you actively attempt to accommodate their requests; are you polite and respectful in your dealing with them; when they speak are you listening – really listening? Consistently rude customer service is a reflection of management behavior, more so than of employees’ behavior.
When a regular customer enters your facility, would you recognize them? Do you even know who your customers are? Do you remember their name and call them by their name? We all like to feel important, and when you call someone by name it’s a very simple way of saying to that customer ‘You’re important to me, and I value you as a customer’.
Go the extra mile for excellent customer service. It’s those little things that customers remember: that ‘thank you’ note you included in their package; the birthday card, and so on. There are many ways of keeping in contact with your customers and bringing them closer to you.
Greet your customers immediately they enter your store. Many customers can enter a store, browse, and then leave, all without ever being acknowledged. Your customers should be greeted at the door: it’s your way of saying ‘Thank you for coming into our store – we appreciate the opportunity to serve you’. Perhaps they will buy something; maybe they won’t; but they’ll still leave your store in a happy frame of mine.
The old saying ‘Do you want to be right or do you want to be happy’ fits here. Do you want to be right and lose a customer? Are you happy to lose a customer forever just because you wouldn’t give them the benefit of the doubt? You can’t win an argument with a customer – so don’t ever put them in the position of having to defend themselves.
Should a customer request something different, or special, do whatever you can to comply. If they cared enough to ask, then care enough to try and accommodate their request.
Are your employees well trained in how to handle an angry, frustrated customer? You must give your staff guidelines of how to behave and what to say in every conceivable situation. When you put a staff member on the frontline of a situation, they’re the ones who are playing a critical role in your company’s customer service delivery. It’s very important that they know exactly what’s expected of them; that they know what to do and say; and that their objective is still to provide this customer with great service.
If you ever wonder what your customers actually think of your company, why not ask them? Leave a ‘How are we doing’ card at the register or exit, or in their package: ask what they do and don’t like; what they would love changed; how could you do things better; how was their latest experience, and so on. Pre-stamp the card so your customers will be encouraged to send it back to you. Be sure to acknowledge receipt of the card if the customers provide their name and address. Don’t just sit on the information you receive: this is a wonderful way to get first-hand knowledge of how you might be able to improve your overall customer service, and then implement some changes.
Remember that, in business, it’s not so much about winning customers, it’s all about retaining them; and the only way to retain customers is to provide them with a positive experience, and by giving them just that little bit extra.