Saturday is one of my favorite day of the week because i like to be around people when i go out. I was having a wonderful day until my wife and i decided to go check out one of the Indian clothing market at pioneer blvd, Arthesia, CA. A lady at the market believe to be an owner or owner’s spouse was very impatient. Act of assumption, that since we don’t have any interest on buying anything so she should give us a bad customer service. We didn’t had anywhere else to go since they are the only one have Indian clothes for children. So we end up buying clothes and bangles for Bayla. This is the reason i want to share my personal tips and keys to a good customer service.
Build Business To Customer’s Loyalty
This is my number one customer service tip, and is by far the most important one. I have learned this many times before starting my own business about building business to customer’s loyalty. When i got hired as a receptionist back in early 90s, the HR manager insisted that whenever receptionist had contact with customer, we should know the customer by their full name so at the moment they arrive, their named badge should be ready at the reception desk as soon as you see them getting out of their vehicle.
Good morning, Mr. Nelson, Welcome! How are you? Then after a bit of chit-chat, “By the way, Mr. Nelson, Did your son accepted at the Yale University? Last time when you were here with me you expressed a concern about your Son “Mike” was having some difficulty with his math and wasn’t sure if he had enough points to qualify for his admission”.
Now, this is a customer who knows that he’s welcome at our company and whenever he’s back in city, you can count on him for return customer.
Does this sounds like spying on customers? Nope not at all! this is remembering few things about your customer shared with you the last time he visited your company.
When you show concern about what matters to your customer, that is the business to customer’s loyalty, and you can surely know that you have this customer for life.
Customer Always Right
Whenever a customer approach you about a complaint, be serious on how you can handle it. If the customer is angry or upset? First, calm them with the words, action and show them that you are serious about doing something to solve their problem. Even if you know that they are wrong, sometimes it’s good for repeat business to take the loss and compensate the customer.
Meanwhile, when your customer is satisfied that their complaint has properly addressed, thank em for bringing the problem to your attention. Keep that in mind, no amount of advertising can fix the damage finish by failing to properly address a customer’s issue. Even worst damaging to a small business is the “silent complainer”. That’s the customer who walks out of your store without saying a word, and you are not going to see them again. Now these “silent complainer” has friends, and their friends have friends and so on.
Educate your staff to be equally as concerned about your customers as you are.
Couple years back, I went to a grocery store, what the heck? it was Ralph’s and I asked one young summer student clerk ” Do you have Turkey Burgers?”.
“You mean, there is a Burger King right around the corner?”
“HUH? I know that,” I asked again. “Does your company have frozen Turkey Burgers?”
The kid was obviously very rude and i don’t think he should be allowed to work there or have problem dealing with customers. However, rather than finding out if they have turkey burgers, he gave me a weirdest look, then turned his back to serve other customer. Needless to say, i stop shopping there and knowing that he be fired soon till then i didn’t shop till he eventually got fired.
Customer service soft skills:
Communicating effectively with the customer, including challenging conversations
- Setting and resetting customer expectations
- Delighting the customer
- Building customer confidence
- Providing a winning customer experience
- Growing the customer relationship
- Managing opportunities
- Meeting the customer’s needs with a team approach
Examples of good customer service show possibilities:
“Use your good judgment in all situations. There will be no additional rules.” (Nordstrom Inc.)
“Spontaneous service brings joy to both receiver and giver. Good customer service has to come from people who like people and enjoy being nice to them. It starts at the top.” (Neiman-Marcus)
“Positively Outrageous Service is a matter of choice. It involves giving of your time and talent while performing your job; it is a true reflection of how you live your life day to day.” (Southwest Airlines)
Example Keys to good customer service:
Fulfill the person’s six basic needs:
Sample Tips for good customer service are illustrated and practiced throughout the customer service training:
- Project a winning telephone style
- Deliver more than you promise
- Meet your commitments
- Express empathy
- Go the extra mile
- Make eye contact
- Provide information that truly informs
A final bit of advice about customer service; “If you aren’t taking care of your customers, your competition will.” Print this advice out in large, font letters and glue it on all the registers.
Hope you like my tips and advice and also hoping that you will share this article with anyone in your life. Thank you for for reading this article.
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