The ‘people’ aspect of business is really what it is all about. Rule #1: Think of customers as individuals; as your family and friends. Treat them with the care and respect that you would want to receive. Focus on making our customers happy and they will become loyal to our business.
Having a professional customer service support system is critical to your success, but is only the beginning. Keep individual customers in mind by following these easy, customer service tips!
1. Choose Quality Employees: Remember there is no way that the quality of customer service can exceed the quality of the people who provide it. Think you can get by paying the lowest wage, giving the fewest of benefits, doing the least amount of training for your employees? You can’t. Companies don’t help customers… people do. Treat your employees with respect so that they will treat your customers in the same valuable manner.
2. Give customers the benefit of the doubt. Proving to him why he’s wrong and you’re right isn’t worth losing a customer over. You will never win an argument with a customer, and you should never, ever put a customer in that position.
3. Know who your customers are! If a regular customer came in to your facility, would you recognize them? Could you call them by name? All of us like to feel important; calling someone by name is a simple way to do it and lets them know you value them as customers. If you are online, become their facebook friend and follow them on Twitter!
While in College, I worked part time as a server at Wingers. I would always love when my regular customers came in, because I’d know them by name. I knew their drinks, their favorite foods, and I was able to build a strong customer rapport with them which enabled me to make better tips. Customer service is all about knowing your customers and caring about them.
4. Do your customers know who you are? If they see you, would they recognize you? Could they call you by name? A visible management is an asset. The manager should be easily accessible and there should be no doubt about who’s in charge. Make sure your managers are actively involved with your customers to show them that they are important to everyone in your company, no matter how high up. Give customer service representatives the ability to make most decisions on returns and refunds. We all hate to be put on hold to talk to a manager simply because the first person we talk to has no authority.
5. For good customer service, go the extra mile. Include a thank-you note in a customer’s package; send a birthday card; clip the article when you see their name or photo in print; write a congratulatory note when they get a promotion. Always offer customer service reviews as well. E-commerce review software makes the customers feel that they are appreciated and that you value their input. There are all sorts of ways for you to keep in touch with your customers and bring them closer to your business’ family unit.