Growing your company is not just about creating a better product or offering attractive deals; a large part has to do with providing excellent customer service. Happy customers are loyal customers who are willing to refer you to family, friends, colleagues, and neighbors. It’s the happy customer who allows your business to grow.
It’s all about the customer, after all; it’s all about the cumulative experience he or she has. But what does that entail, and what can a company do to improve its relationships with its customers? What constitutes good customer service? Here are your top questions answered.
Know your product or service
This may seem like a no-brainer, but the staff that you employ need to be completely familiar with the product or the service that you are presenting to the consumer and should know how it works. Moreover, ensure that your staff are trained in answering a frequently-asked-questions list, and in a way that leaves the consumer satisfied.
Know your customers
Depending on the product or service that your company provides, the issues that are most likely to be raised will be done so by customers who are curious, agitated, stressed, emotional, or any combination thereof. Understanding the needs of your customers – and how they might react when your product or service fails to meet their expectations – will help you deal with agitated customers and fix issues sooner. It’s also best to have good helpdesk software or a system to deal with customer queries or complaints, as it allows you to be more organized and tackle issues as soon as they arise.
Train your staff
Train them to smile – even if they’re talking to a customer on the phone, the smile will shine through and your customer will hear it in their voice. Learning to say ‘Thank you’ and ‘Have a nice day’ is not just about good common courtesy, it’s also about showing respect and gaining respect in return.
Smiling works on the phone, and it works in face-to-face situations. Often the simple gesture of smiling will remind customers of why they do business with you in the first place. Friendliness can never, and should never, be underestimated.
Ask for feedback
By asking the customer for feedback, you are doing two things. First of all, you are showing them you care, which is always appreciated. Secondly, you are open to learning new things and gathering information, which is the basis for growth.
Feedback isn’t just to make sure your customer is heard – it’s an excellent way for gaining information and making improvements, either in the development of a new product or service, or in the way you deal with customers. For a company to grow, it needs information, and good customer service is not an act – it’s a process. Creating and keeping a happy customer base is all about constant reviews and adjustments.