Whether you own your own business or deal with customers on behalf of your employer, effective customer service is essential for business credibility and customer retention. Satisfied customers typically remain loyal and are more likely to refer new customers than those who are treated with indifference. Learning the intricacies of customer service may improve the reputation and continued viability of your business.
Listen to Your Customer
Listening to your customer is an important aspect of successful customer service. It allows you to accurately identify the customer's concerns so you can work with the customer to develop a solution. It also helps the customer feel valued --- simply taking the time to allow the customer to speak shows that you care about the customer's needs. Avoid interrupting or assuming that you already know what the customer wants: This may increase the risk of confrontation and make the customer less likely to consider solutions you're offering.
Focus on the Solution
Focus your conversation with the customer on arriving at a mutually agreeable solution rather than trying to prove the customer wrong. Let the customer know that your goal is to exceed the customer's expectations and that you want to provide a solution that will make the customer satisfied with your company. A customer who understands that you want to provide a solution is more likely to remain calm and consider solutions you offer, even if the most effective solution doesn't provide everything that the customer wants.
Remain Calm and Professional
Address the customer in a calm, professional manner, even if the customer is upset. Remember that the customer doesn't mean to personally attack you; rather, he's upset because your company's products or services didn't meet his expectations. Maintaining a professional tone encourages the customer to follow suit; he'll likely calm down as your conversation progresses. This may help increase the chances of finding a satisfactory solution.
Seek Customer Input
Although you may have solutions available to address the customer's concerns, asking the customer to propose solutions makes her feel like she's a valuable part of the resolution process. Take the time to find out what the customer wants you to do to resolve her concerns --- if you can't provide what the customer wants, ask her if she can propose an alternative solution that will make her satisfied with your company's products or services.
Follow Through
Once you've reached a mutually agreeable solution with your customer, follow through on your promises. Failing to deliver on a promise to a customer may lead to ill will toward your company, which means that the customer will likely stop doing business with you. Broken promises may also compel the customer to dissuade friends, co-workers and family members from working with your company. Conversely, keeping your promises and satisfying a customer sets the stage for a lasting business relationship.
0 comments:
Post a Comment