Time to Read | 9 mins

How To Give Excellent Customer Service

Introduction
10 Points to Consider when thinking about customer service
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Summary
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If there is one thing that helps with bringing in new clients and customers, which also helps with sustaining the ones we already have, it is excellent customer service.

Introduction

TIPS FOR PROVIDING EXCELLENT CUSTOMER SERVICE

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This article will help you:

To provide excellent customer service for your clients in your business.

If there is one thing that helps with bringing in new clients and customers, which also helps with sustaining the ones we already have, it is excellent customer service. Providing excellent customer service starts with the desire and urge to satisfy customers, which goes far beyond selling products and delivering services – way beyond that. You have to take a lot of factors into consideration, the majority of which will form the cumulative experience of your customers, something that makes them happy when they come over to your website or store. This is the foundation of their perception as well as what you think you can do better as time goes by. 

Here are some of the tips you need to take into consideration:

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10 Points to Consider when thinking about customer service

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01.

Have full knowledge of your product or service

For you to provide excellent customer service, you must have a thorough understanding of your goods and services. This is key because if you, as well as your staff who face customers, do not have proper knowledge of your products and services, then you look incompetent. With common understanding of how things work with your products and services, you will be able to answer any questions they throw at you, which makes you competent in their eyes, and also leaves them satisfied as they go.

02.

Make sure you are friendly with customers

This is somewhat an essential aspect of good customer service. You have to understand that good customer service starts with a smile. When you are in a situation where you find yourself talking to a customer – both new and old – you need to ask them about how you can be of service to them and be attentive to their needs. Customers can be annoying much of the time, but you find out that most of the annoying customers give good customer ratings, which means they appreciate good service even when they are acting in the wrong way. Also, when handling customer service requests online and via the telephone, a friendly outlook will go a long way to making your customers feel comfortable and happy.

03.

Make it a habit to say thank you

Almost every client you have, or have ever come in contact with, came around because of what you had to offer them in terms of quality of services. Your services are excellent but what makes it more memorable for these customers is your gratitude. Gratitude is a memorable aspect of sales, one which reminds them why they patronised you in the first place. You have to learn to say thank you after every transaction if you want to render excellent customer service consistently.

04.

Make staff training a priority

This is another important aspect of rendering good customer service. Training is a non-negotiable part of any business, let alone the business that wishes to provide good customer service. You have to make sure that you fall into the category of businesses that make it a priority to continually train all their staff (not just customer care agents) on how to interact and assist customers when needed. This will enable all your teams to provide good customer service throughout the complete customer service.

05.

Respect is non-negotiable

When customers come over to your business, their experience is an emotion, one which can remain in their minds for a very long time. With this being the case, you have to make sure that when you and your customer care agents handle tasks related to customers; that they are respectful and courteous. No matter how bad a client can be, you have to be trained in the art of not letting your emotions get the better of you. You must be prepared to make your customers happy no matter what they do and how they react to you.

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06.

Make it a habit to listen

Listening is one of the best ways to offer good customer care services to your customers. Listening is not just about hearing what they have to say; it is about listening to what comes out of their mouths as well as their body language. Sometimes when customers are displeased, it shows in their body language rather than their voice. Watch for this if your customers are annoyed, while you try to pay attention to what they say as well. Once your staff are trained in the habit of listening to every slightest detail rather than acting like robots who do not know how humans feel, you will end up better satisfying customers.

07.

Responsive reactions

There is nothing worse than staff who are non-responsive to the needs of their customers, especially those customers in need of a quality service to resolve issues that are of importance to the quality of services rendered. Once a customer makes an enquiry, it is of great importance that you respond almost immediately. Sometimes if you find it difficult to answer some of the questions, and need to call for the help of a superior, the gesture of wanting to help is enough to satisfy the customer.

08.

Always ask for feedback

One thing with handling people is that there are different types of people, and some tell you how they feel about a particular scenario while others do not. The truth of the matter is that if you really want to understand how people feel about the services you render, it is necessary to create a feedback system where people highlight how they feel about what you are doing and how you can make things better. A simple example of this is Google Play Store, which gives customers the ability to provide feedback pertaining to what they like as well as what they do not like about the services rendered, the application downloaded, and how they can improve things. This way, you do not just get an overview of how they feel, you also get a chance to improve your services.

09.

Make use of feedback

Feedback can sometimes be irrational, especially with some individuals who, for no reason, do not like the fact that you are in business. However, when you want to make use of feedback in a bid to make services better, you have to make it a reference to highlight all of the places where people have continuously complained about. All of the complaints that seem to be coming from the majority of people have to be taken into consideration, and when you do and begin to make changes by tackling the problem, you find that the majority of your customers are happy.

10.

Consistency

This is another major factor when it comes to offering excellent customer service. Many businesses and companies start on a high note when it comes to offering good services to customers; the problem is that, at some point, it becomes overwhelming and people prefer to let things slide rather than keep up with the standards that people have been used to. It is one thing to start offering good service to your customers; it is another to keep rendering good service, but the truth of the matter is that it will determine how people perceive you and eventually how much you make out of your business.

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Summary

In the end, we all know that there are a lot of factors that constitute a profitable business, the majority of which are all decisive in one way or the other.

But one thing to recognise is that, in the end, if you do not make it a habit to render quality customer care services, then you will end up losing all the time and effort you spent on other parts of your business.Before heading into business, I remembered a specific company who offered the same services as I intended to, and they provided the services very well. One problem they had was their relationship with customers. They believed that they offered the best set of services, which nobody could match, especially start-ups. This was the case for a while as the majority of start-ups were either not serious or had excessively high expectations from the start, which made them crumble in the end.

When I started my company, I made it a habit to take all of these factors seriously, alongside other important business techniques, and the next thing I knew, people were trying to make sure that I succeeded, because I made it a point of reference to put them first in most of my decisions, and even when things did not turn out as expected, I was always quick to reassure them that things would improve.

If you offer the best set of services and you do not find good customer care critical, the only thing you are doing is gathering a customer base for someone else, because the minute they find someone who can sincerely offer them suitable services – even less than your standards – they will leave you. That’s the way it is and always has been. Be smart – take excellent customer service seriously.

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Section 6 | Further Reading
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