Tips for giving your clients the best customer service.
written by Agora Strategic Advisor, Kevin Brownlee
It is National Customer Service Week, so here are 7 tips for improving your customer service, some may even be new ideas to you!
1) PERSONABLE PROFESSIONALISM
“I’m happy to do business with them, they are both personable and professional.” Could that be said of you and your salespeople? Maintaining a level of professionalism is nearly useless without also being personable. Become a real person who cares at least a little bit about your customers, including knowing something personable about them such as where they grew up, a favorite hobby, or where they work, it’s key to your successful customer service.
2) BECOME AN ACE
Attractive Charming Endearing form the acronym ACE. Typically, you have the initial 10 seconds of meeting a new customer to set up the sale and the customer service experience: Make sure yourself and your product is Attractive. Be Charming and delightful and pleasant to your customer. Be Endearing, which includes a little element of personalism. It takes practice and can become quite an art form to achieve these three be an ACE, but well worth it!
3) EMPATHY DIFFUSES A DIFFICULT SITUATION
If a customer has a problem with your product or service, they probably are a bit irate. Diffuse the tension with empathy: The ability to understand and share the feelings of another. You can start by asking a few questions, and listen to them intently, then agree with them empathetically. Remember this faithful saying: “Do unto others as you would have them do unto you”.
4) ASSURE THEM A SOLUTION WILL BE FOUND
Just after you have successfully empathized with your distressed customer, assure them a solution will be found to their satisfaction, even if no solution has presented itself yet. Calming and reassuring a customer not only makes the situation rational but forms their opinion of continuing to be your customer after the situation has been resolved. Remember this faithful saying: “It’s about people, not products.”
5) FOLLOW UP
After the sale or service, and especially after a problem has been resolved, contact your customer to ask about their purchase or service. Make sure they know you appreciate them, and ask if there is anything more needing to be done. This needs to be done tactfully so as to not stir up more issues than it’s worth, but still should be with sincere intentions, your customers will know and appreciate that.
6) THANK YOU
A simply “thank you” sure goes a long way for customer service. Recognize your customer has spent their hard-earned money with you, and a “thank you” acknowledges that and helps them feel like a valued person (and you as well!).
7) REPEAT
Repeat customers make up the majority of your customer base. Keep that in mind. You will probably see them again, or a friend of theirs. So act as if you will, take care of them as if they will, maintain all 6 previous tips, which will bring them back and expect again.
If you or your business would like help or advice (or empathy) from one of our seasoned successful “personable and professional” advisors, contact us today for a no-obligation discussion! We love helping people! info@agoraconsulting.us
