One of the most indispensable elements of business activity is customer service because this plays a major part in the ability of the business to generate revenue. Unfortunately, good service is all too often missing in today’s business places. How does one provide it? This will be the central focus of this article.
How to provide the best possible customer service
The most common scenario is that of the customer who is looking for help. If treated with the respect that he or she deserves, he will have a more favorable disposition towards buying products or services from your company.
The ten commandments of good service to customers
Susan Friedmanh, founder of the Tradeshow Coach (thetradeshowcoach.com), has put together a list of ten commandments for good customer service on about.com. Here they are.
1) Know who is in charge
You are in business to serve the customers, not the other way around. That is what we mean when we say that “the customer is always right.” It is the customers who pay your salary and make it possible for you to stay in business. If you do, they will make it clear to you what they want.
2) Be a good listener
Ask them questions and listen to their body language and tone of voice, not just how they feel. Most of all, do not assume you know intuitively know what the customer wants; in fact, you need to…
3) Anticipate and identify the customer’s needs
Customers are buying solutions to problems, not products and services, and their needs are not logical, but rather emotional.
4) Make customers feel like they are important and appreciated
Treat them as individuals, addressing them by name if you know it.
5) Help customers to understand how you operate
Customers can get confused and angry if they do not understand how you do things.
6) Appreciate the power of the affirmative
Look for ways to help clients.
7) Know how to say sorry
This is something that customers really appreciate.
8) Give more than customers expect to have
Thank them even when they do not buy, and consider what you can give them that they cannot get elsewhere.
9) Get feedback regularly
Encourage customers to suggest ways of improving your service. Businesses hold customer surveys for the purpose.
10) Treat your employees well
They are your internal customers, and the respect shown them will reflect the way they in turn treat the clients.
There are other tips that you can follow, such as acknowledging the customer as soon as you can, making eye contact and talking to him or her in a friendly manner.
The customer is no option in a thriving business. He or she is what the business needs to survive; the kinds of companies that provide nothing but frustration and irritation for those looking for a solution to their problems are those that end up losing them to the competition and ultimately closing down for good.
