Customer service involves any action taken to make your customers satisfied such that they come back again or as often as they have need to patronize you. Unfortunately, most people in business do not recognize that the most important asset they have is their customer base. One of the reasons why most organizations remain stagnant or decline is because they constantly fail to provide satisfactory level of customer service to their customers.
It is said that, “Customer is always right.” This expression is far from being true in most business environment. From Banking to Telecommunication, Transportation to Hospitality, absence of customer service is pervasive.
If you wish not only to stay in business, but to also succeed and grow, you need to adopt and practice the methods discussed below:
Don’t renege on your promises
It is better not to make any promise than to make a number of promises and fail to fulfill them. This brings lack of trust. If you make any promise to offer a discount or after-sales service, please endeavour to fulfill it.
Treat every customer with equal importance
A customer whose purchases are considered small today may become big tomorrow. If such a customer is satisfied with your service, he may refer his friends or family members that may become big-time customers. Some customers are so sensitive that they easily notice when you fail to respond to enquiries or when you do it lackadaisically.
It is a bad practice to keep a customer standing while you are making calls or doing something else without first acknowledging his presence and securing his approval to wait for you. If you are perceived as saving your customers’ time, you will indirectly earn their trust and confidence.
Quickly attend to any customer’s concern
“There is nothing I can do about it, you have to wait for my boss or come back tomorrow.” Any customer service executive that responds to customer’s concern with those words is not qualified to attend to customers. Customers demand quality for their money. Effort should be made to quickly redress any shortfall in such a manner as to give the impression that you care for the customer.
Use competent and qualified staff
Not everybody has the capacity and intelligence to attend to customers. Some customers are easily put off when being attended to by a staff that cannot answer simple questions concerning the product being offered for sale. If you want to provide excellent customer service, please use staff that understands everything about the product or service.
Be open to customers
It is nauseating to enter a banking hall, for instance, or any service hall and meet endless queue that is not being attended to, and nobody offering any explanation for what the challenges are. You are more likely to win the confidence and sympathy of customers when you quickly let them know of your challenges and effort being made to resolve them while asking for their understanding.
I believe the above tips will help you manage your organization’s customer service department well and also help build better relationship and trust between you and your customers. Have some thoughts? Share with us in the comment section below.