How To Give Great Customer Service (Pt. 2)Last month I gave some advice on customer service and how this can be a major determinant of how well your business does in these competitive times. This is especially the case for businesses that rely of ‘word of mouth' and referrals for their main marketing strategy. Here are some more suggestions that will help in your attempts to deliver good customer service:- - Keep your promises. Do what you say... when you say. Stay in contact. Remember, one of the quickest ways to lose customer confidence is to not follow-through, or to be late delivering a service or product. By notifying the customer in advance, determining whether or not the delay will impact the customer and providing an alternate solution in the interim if necessary conveys honesty and thus gains trust.
- Give your customers a surprise from the time to time. Special gestures can go a long way towards gaining total customer loyalty. Wherever possible provide an extra level of service. Offer an unexpected complimentary dessert in a restaurant, or an upgrade that has not been requested. It has long been known that on average, a dissatisfied customer will tell 10 - 16 others, but people who have had an unexpectedly good experience also recount their positive stories.
- Sometimes it's the small things that count. Make sure you provide a “loaded with extras” service. For example, if you are a photo framer, why not include the hooks and a small levelling device when the customer collects the finished frame? If you sell remote control toys why not include the batteries in the price? There is no question that gestures like these will be greatly appreciated.
- Admit your mistakes. Aim to set things straight immediately. Truly listen to the customer. Then apologise and take corrective action. In many instances, the very act of listening (without interrupting) can be enough to diffuse the situation and make the person feel worthy as a customer. Then ask the customer how they would like you to resolve the situation. In most instances, your client will come up with something reasonable – and often less costly than a solution you might have proposed.
- Ensure your customers know that their business is appreciated. Listen to your customers. Conduct your own surveys and get feedback on what they like and don't like - and take corrective action as required.
None of these suggestions takes a lot of time or money to implement, yet they can pay dividends in increased customer satisfaction and retention. The key, though, is to ensuring that employees understand the importance of their front-line role and get good training and supervision. |
