Today’s savvy customers not only want great service, they often expect it. Customer service was the main focus of growth and quality improvement for companies in recent decades, which is why many now expect it. Businesses can lose customers through poor customer service and can retain customers who feel treated with respect. The proper functioning of customer service depends largely on the attitude and training of the company’s human resources, even those who are not in the service areas. Here are some ways everyone can improve their customer service skills and attitudes.
- Always smile when you talk to the customer, whether in person or on the phone. Smiling elevates your attitude and positivity can be heard in your voice.
- Greet customers by saying hello, giving them your name, and asking how you can help.
- Whenever possible, be empathetic. Let the customer know that you understand their feelings and that you want to be of help in resolving their problem.
- Be sure to ask for your name so you can call when you answer. This makes the conversation seem more friendly one-on-one than combative. If you’re on the phone, get their phone number as well in case they get disconnected or need to investigate. With their phone number, you can call them back if necessary.
- If you must put a phone customer on hold or your computers are down, let them know how long the hold or downtime might be. If it’s going to be more than a couple of minutes, you should give them the option to wait or ask them to call you back when you’ve completed your investigation or when the computers are back up. The customer can choose to call you back, but never tell him that’s what he should do. Be sure to call them back on time, even if it’s just to say you still don’t have a response. Lack of communication is often more frustrating to a client than having to wait a little longer for results.
- If the customer is angry or determined to complain, stay calm and don’t take their criticism personally. Ask questions so you can get to the root of the problem or problem. However, consider their criticisms as suggestions for future improvements of your company’s processes and services.
- If you don’t have an answer for the customer, don’t make anything up. Instead, find someone who can give you the correct answer. Customers don’t like being lied to or patronized.
- Find the best way to solve the problem and satisfy your customer without going through multiple levels of approval or breaking any rules. Multiple approval levels only slow down the process and do not help the customer, so avoid them whenever possible. However, if you must get an approval, let the client know the process, how long it may take, and exactly when they can expect a result. You can often go the extra mile for the customer without breaking any rules or going against written policies.
- Once the customer’s problem is resolved, ask if you can be of any help with anything else. Be sure to thank the customer before saying goodbye.
- Always remember that the golden rule is the best rule of thumb for customer service: “Do to others what you would like them to do to you.”
These are simple ideas to improve customer service skills and attitudes in employees. It’s important to always remember that today’s customers expect excellent customer service and will go where they can find it. Businesses lose customers due to poor service. So offer great service to help retain customers.