Working toward customer satisfaction should be every firm’s first goal. Regardless of industry or type of contact, good customer service skills can go a long way. Interpersonal communication, whether it’s over the phone, via e-mail, or face-to-face is a key factor in gaining more customers and retaining them in the long run.
A happy customer will always be an asset to your company as the word of mouth recommendations from friends and colleagues is invaluable. Customers are the ones bringing cash into your company, but treating them merely as that will actually bring the opposite results.
The term “customer service” covers a multitude of businesses but while your trade may be quite different from others, there are common practices for excellent customer service that apply generally. Below we have simple tips to improve your customer service and communication skills that will help you enhance the customer’s experience and increase satisfaction. A customer buying a car is different from a client booking into a hotel — so adjust the following tips to your situation.
Always smile
Smiling is contagious (unless you’re dealing with a sociopath) and is one of the keys to great customer service; usually, when you smile at someone, they smile back. It is the first and most simple step to set the scene for more pleasant business interaction.
Do not fake a smile since they are easy to spot and will get you misunderstood. Instead of producing a false smile take a breath, make eye contact, and just smile naturally!
This way you will help the customer feel at ease and you’ll be perceived as friendly, a person they can approach with their inquiries or a problem.
Listen to them
We’ve talked about this before, in our How to build long-lasting customer relationships blog post. The only way to offer the best customer support possible is to listen first.
It is highly unlikely that you will be able to assist your clients if you don’t pay attention to their needs.
Plus, your customers may become frustrated once they realize you’re not listening to what they have to say and lose sales or repeat visits. So, enhance your listening skills and prepare yourself to accept positive and negative feedback.
Be an expert in your field
Whatever your profession or field of expertise, learn all there is about it. If you own a travel agency, learn all there is to know about the destinations you propose to your customers, and the culture of every country, and give them an insider’s look before their trip.
They will feel more reassured and this way you can get them even more excited about your services!
If you are selling motorbikes, then learn each model’s specifications, including the competitor’s, so you will be able to compare and contrast when needed. Above all, make sure that you know more details about your trade than your clients do. If you don’t know the answer to a question, then admit it; do your research or find someone who does know the answer. You must NEVER LIE or fabricate a response. Finally, do not hesitate to ask your customer additional questions so you can have a clear understanding of their needs.
Keep your word
In order to provide better customer service, you need to be true to your word. It’s better to extend a delivery date a little and deliver earlier, than miss the deadline. It is better to inform the customers about the motorbike’s “weak spots”, than present to them with a perfect engine. Because nothing is perfect, including you too!
Promptly let your customers know about any changes in your schedule that affect them. Show up for appointments on time and stick to deadlines. You want your customers to rely on you and this can only be achieved by actions.
Make them remember you
People tend to remember positive and negative experiences more vividly than ordinary day-to-day ones.
Your goal is to offer your customers a positive memory that will make them discuss it with other people as well.
Be polite and helpful at all times – run that extra mile to please a customer. Give them useful advice or extra information about the product or service they are interested in buying. In case you want to add to the customer’s positive experience try to, very cautiously, be humorous.
If you happen to possess tips and techniques for great customer service, please feel free to shoot us an e-mail at info@elorus.com and we’ll share them in our blog! All contributions will be taken seriously account…
