Aspects of Good Customer Service
Customer service can make or break you. You may have the most delightful business, service or lodging accommodations in the universe but if your customers are not pleased with the service they received, they will not be recommending your business or company or won’t be returning to stay at your place. A lousy customer service representative, who has an attitude or fails to please, can cost you business and money.
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Consumers Need Help
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Consumers often need help and guidance when they are in the market to purchase an item or when they are going on a trip and need to find accommodations. Consumers need to know about price, warranties and delivery options when it comes to purchasing products. A customer service representative who readily and in a pleasing manner provides this information and more to the consumer can make a great different in repeat sales.
Attitude and Appearance
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A customer service rep must be congenial and look presentable and approachable. If communicating on the phone, a pleasant, understandable voice is a plus. Concern for the customer is the priority and the representative cannot allow his mood or other internal issues distract him from this priority, explains Changefactory.com. If the representative is rude or disinterested or uses inappropriate language or displays aggressive body language, this is not going to go over well with your customer, who may well walk out or hang up the phone.
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Convenience
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When a customer is dragged all over to fill out forms, is required to wait for forms to be copied or is required to fill out forms in triplicate, this is extremely annoying and doesn’t bode well with the consumer. The process should be stream-lined and made efficient.
Follow-Up
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Great customer service requires that the rep follows up to see if the customer is happy with his purchase; if he has encountered any problems and, if so, help resolve the issue. Sending an email or a survey are valuable means of discerning if if the customer is pleased and it also shows that the business is concerned about the customer's satisfaction and is willing to assist if there are problems.
Communication
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Communication with the customer, even after the sale, or while a purchase or repair is in progress, is key. It goes a long way with your clients. If you are doing repairs on someone’s car, calling the customer and updating her on the progress, or sending an email to keep her apprised of the situation is a very smart way to proceed. Your customers will appreciate it because it keeps them in the loop and they at least have an estimated time frame of when they will be getting their car back. Customers do not like being left in the dark.
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References
- Photo Credit customer service image by Kurhan from Fotolia.com
