How to Go the Extra Mile in Customer Service
Doing more than what your job profile calls for with sincerity and integrity to make the customer comfortable and feel important is the way to go the extra mile in customer service. Customers invest time and effort to earn money and exercise great caution in spending it. Give the customer enough reason to justify his decision when he opts for your product or service. You can do this only if you spend sufficient time explaining the unique benefits of your product or service to the customer. Your staff should be ready to lend a helping hand should the customer report any problem with the product or service.
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Instructions
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Be courteous and polite. Invite the customer with a smile into your premises. Greet the customers using appropriate words such as sir, or madam. Address regular customers by their first name after permission is granted.
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Ask the customer about his or her needs. Pay full attention to the customer and make eye contact when you talk to him or her. Give him full information on the product or service that he is looking for and the benefits of purchasing it from your business. You can direct the customer to another reliable place if you do not have the product or service that the customer wants.
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Honor every promise that you have made to the customer and be punctual. If you anticipate any problems that might prevent you from keeping a promise, inform the customer about it beforehand. Seek more time or make alternative arrangements to avoid inconvenience to the customer.
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Update yourself about the changing consumer needs, and make appropriate changes to your product or service inventory.
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Train your workforce to be sensitive to the customer's needs. Offer incentives to employees who show exceptional ability in retaining existing customers and getting references. Ask these employees to explain their work style and share their experiences with other coworkers. This should be an ongoing process.
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Deliver the unexpected and pleasantly surprise your customer by providing value-added service. For example, arrange for an electrician to install the air conditioner that your customer has purchased without any additional charges.
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Follow up with customers and seek feedback about your product or service. Help them sort out any problems they might be experiencing with the product or service.
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Tips & Warnings
Never argue with a customer.
Do not make or take telephone calls while talking to a customer unless the transaction requires it.
Do not under price your products. Price is forgotten, quality is not.
A customer is the most important visitor on your premises and the reason for your survival in business. Ignoring him or her will be the beginning of the end of your business.
