How to Excel at Customer Service

Excellent customer service is vital to the success of any business. Studies show that companies lose more customers as a result of poor customer service than for any other reason. It takes time to truly excel at customer service, but this skill can be learned and is well worth the effort.

Difficulty: Moderate

Instructions

1. Focus on providing good customer service from the moment you punch the time clock. Leave bad attitudes, family problems and other personal issues at the door. When providing customer service, it is vital to be pleasant, friendly and upbeat.

2. Remember that you are the face of the business. Customers don't usually see the management or owners of the company. Instead, they see those who provide customer service, and this is how they will judge the business as a whole.

3. Greet each customer sincerely and with a smile. Show them that they are valuable by giving them your full attention and offering your assistance.

4. Recognize repeat customers and call them by name if possible. Let them know that you remember them and are pleased they came back.

5. Go out of your way to assist each customer and make their experience with the company as easy as possible. Looking in the back to find an item that is out of stock or calling other stores to locate a product shows the customers that their needs are important to you and that you value their time.

6. If a problem arises, go out of your way to resolve it with grace and a positive attitude. Excellent customer-service professionals take responsibility for problems that are presented to them and will follow through. Most customers understand that problems do happen occasionally. As long as you resolve the issue quickly and efficiently, they will likely continue to do business with your company.

Tips & Warnings

• Remember that without the customer, you would not have a job. Because of this, each customer who walks in the door is your employer in a sense.
• Studies show that companies get 85 percent of their business from repeat customers, so it's important to keep these individuals happy and coming back.
• It usually takes much less effort to keep a current customer than to attract a new one. Offering a discount or providing a special service to calm an irate customer is often a good business move.
• Customers with bad customer service experiences will spread the word. Statistically, customers who have a negative experience will tell an average of 50 people about it. This bad publicity can quickly hurt your bottom line.

[joni04]

on 2/9/2009 This is so true. I worked for a company where I interviewed potential clients for insurance companies. They told us to smile, because even though they can't see you, they can tell by the sound of your voice. 5* and recommended