How to Provide Excellent Customer Service
In a competitive marketplace, shoppers will patronize businesses that not only deliver on value but also treat them well. Customer service goes beyond the fulfillment of a promise to provide quality service on time; businesses must placate even those patrons who have unjust complaints. In order to build trust and retain clients long term, excellent customer service must be at the forefront of a company's operations.
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Instructions
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Make the goal of providing excellent customer service a company-wide commitment. Put a customer-service policy in writing, and post it in a prominent place. Translate customer-service objectives into specific actions for employees to follow, such as: deliver prompt service, offer a polite demeanor, and make product information readily available. Create customer service benchmarks for employees to meet, and reward the workers who meet and exceed them.
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Communicate with customers so you know what they want. Distribute surveys, request feedback, and make it easy for customers to let you know how they feel about their shopping experience. Add a personal touch to customer communication by answering comment letters with a note of thanks. Keep an eye on the competition to see how they implement customer-service policies, especially if it appears that those services are well-received by customers.
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Explain to front-line staff the importance of being empathetic and listening to customers' needs. Teach the staff stress-reduction methods and techniques in conflict resolution. Empower these staff members to not only deal well with upset customers on an emotional level but also to provide tangible benefits. For example, "Entrepreneur" magazine recommends giving employees the authority to give any dissatisfied customer a 10-percent discount.
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Train staff to use language that promotes good customer service. Phrases such as "How can I help," "I don't know, but I will find out," and "I will keep you updated" let customers know that their needs will be met. It also will demonstrate a willingness to find a solution to any problem and a commitment to communicate with the customer. This dedication will go a long way toward defusing dissatisfaction among clientele.
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Keep your word. Trustworthiness is key for excellent customer service. This includes delivering the exact product you've promised precisely when you promised it would arrive. If you're in the service industry, finish the job on time, and tie up all loose ends. Follow up after the job is complete to ensure ongoing satisfaction with your work and to retain satisfied clients.
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Train staff to accept responsibility for errors and to apologize to upset customers. Good customer-service representatives must refrain from arguing with an upset customer and instead ask the customer what they can do to solve the problem. Advise employees to speak calmly to customers and to assure them that they'll do what they can to help. Follow up with a clear resolution to the complaint.
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Treat your employees well, so they in turn will treat customers well. Employees will bring enthusiasm and a positive attitude to their job when they know they're appreciated and respected. Recognize employees who continually provide good customer service and praise the entire staff for their efforts. Customer-service work can be emotionally draining unless the company involved is supportive and gains the loyalty of its employees.
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References
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