Define Good Customer Service

Friendliness and courtesy is key to providing quality customer service.

Good customer service is vital for the endurance of any business. Customers that are ultimately pleased with their buying experiences are much more likely to return to the same place for goods or services than those who are displeased. Quality customer service is defined by a variety of aspects including dedication to customer service, knowledgeable employees, trusting the customer, responding promptly to complaints and respecting the customers.

Dedication

Not only should management understand the importance of customer service but all lower-level employees should as well. Management must stress the value of quality customer service to their staff and ensure that they are meeting acceptable standards. One experience can make a lasting impression on a customer and all it takes is one employee to make that experience positive or negative.

Knowledgeable Employees

Often an employee's job is to assist customers; the type of assistance varies by the type of business. Customers should be able to seek recommendations, advice and guidance from employees when purchasing products or services. Employees who are not knowledgeable not only leave customers frustrated but they are much likelier to take their business somewhere where staff will make shopping easier for them.

Trust the Customer

When customers have a concern or complaint that may seem sketchy, employees should always give the customer the benefit of the doubt and trust that they are telling the truth. For instance, if a customer wishes to return a product that they claim was damaged when they bought it, it is best to assume that the customer is being honest. Although sometimes businesses may experience losses from this approach, it is more beneficial that the business be well known for their exceptional customer service.

Make the Experience Personal

It is important that a business have a good assessment of their customers in general as well knowing them individually. If a customer feels welcomed and respected they are much more likely to purchase products or services. Remembering small details about the customer makes them feel valued. For example, if a repeat customer were purchasing flowers from her local flower shop, she would feel extra special if the staff remembered something from her last visit. They may say something like “Hello Mrs. Smith, did your mother enjoy the Peruvian lilies that you got her for Mother's Day?”

Respond Promptly to Complaints

Responding promptly to the concerns and complaints of customers is key for good customer service. A customer who is unhappy with their service may already be frustrated and should not be left waiting to get their issue resolved. Staff should always empathize with the customers and do what is in their power to see that the problem is quickly addressed.

References

• All Business: Ten Rules for Great Customer Service
• U.S Small Business Administration: Customer Service