Good Customer Service. It is plain and simple. This is what will make or break your business. It does not matter if your business has two employees or has thousands of employees worldwide. Having good customer service is the fundamental element that will cause your business to thrive or dive!
Good customer service is ensuring the customer is satisfied. At all times! So how can you achieve good customer service? These three key elements will get you on track to achieving this goal.
- The Customer is Always Right: This has been said to be the golden rule of business. However practising it is not as easy as it sounds. There will be many occasions when you may want to point out all the mistakes the customer made in their understanding of how your company operated. However, you would only cause problems if you proceeded to do so.
When this happens and you feel the urge to show you’re right, take a deep breath, and try to understand the vantage point of the customer. Imagine yourself in their shoes. This will allow you to see the issue through different eyes and help you to respond as if it were happening to you. Ask: “What would I want if I were the customer?”
- Learn How to Listen: Have you ever seen the TV game show, Family Feud? The very first question that is asked of the contestants is a race between two people to hit the buzzer first, and answer the question that is rated the highest. Do you remember seeing a contestant hit the buzzer before the question was finished being asked? They gave a response based upon what they believed was going to be asked. This did not work in their favor and they missed what the question really was.
This will happen if we do not listen closely to what is being said or asked. If you have all the information laid out in front of you, listening will enable you to solve problems more efficiently. Listening carefully and thoroughly to what your customers are asking can save you a lot of time and energy, avoid defensiveness, and get to the solution faster! Remember, like with anyone who wants to feel heard, pushing back too soon will only cause the customer to push back even more, or worse, go away feeling frustrated!
- Go the Extra Mile: Has anyone ever surprised you by meeting your needs and then surpassing them? My father raised us four children to TTI – Take The Initiative. Don’t wait for a problem to arise or to even be asked to complete a job, instead, anticipate what needs to be done with regard to meeting the customer’s needs. For instance, when my husband was buying new golf clubs, the salesman not only gave him information on a few different sets so that he could make an informed decision, but he also allowed him to swing a few of the clubs in their virtual studio to get a feel for them. What impressed me the most was that the salesman watched my husband’s swing and gave him pointers on how to swing the clubs better. My husband left the store with a new set of clubs as well as more confidence for his game!
Going the extra mile is good customer service. Knowing what ‘extra mile’ our customer wants comes from being attentive to their needs and then delivering it to them. Try it! It’s unexpected and can result in great results.
Taking the time to incorporate these three simple good customer service elements into your business will benefit your company in the long run. By keeping the customer happy and by engaging them, you will bring repeat business as well as new business through satisfied referrals. Try it, and let good customer service plan be your marketing and sales plan!