Customer service is an important part of maintaining customer loyalty, and, therefore, an essential part of your business model.
To provide outstanding customer service:
Whether you’re working alone or you have a team of people who engage in customer service, be sure to have clear expectations set for how you want your customers treated. Remember, consistency is crucial to a positive customer experience; therefore, it is imperative that you have a plan for how to handle different situations as they arise.
Nothing is more frustrating as a customer if you don’t understand why a problem can’t be fixed. As you deal with issues, customer dissatisfaction, or business blunders be sure you are clear and help your customers understand what you will do to find a solution to the problem.
Be sure to validate your customers. If your business messed up, make it right. If the product was not what they expected, ask questions so you can better understand what was expected. Be positive, optimistic, and put the customers’ needs first.
Be Solution Oriented
Your customer service should be focused on finding a solution to your customer’s pains or problems. Even before they purchase a product or service, you should work hard to understand what solution your customer needs and guide them in using your products or services to alleviate that problem. If something was not as your customer expected, be sure to find a satisfying solution.
When dealing with customers whether on the phone or face-to-face, be sure that your attention is entirely on them. Being distracted or trying to rush through an issue will surely have a negative impact on customer experience. Therefore, slow down, listen, make sure you understand the problem, and help facilitate a solution.
The fastest way to lose customers is to be unavailable. Having to wait for weeks or months will send your customers elsewhere. Therefore, it is important that you go out of your way to ensure they get the product or service in a timely manner.
Whether it’s a Thank You note, a phone call, or asking for feedback, be sure to follow up with your customers to ensure their satisfaction. This is also a great time to ask if you can provide any further assistance and if the product or service lived up to their expectations. This shows that you’re committed to quality customer service and that you genuinely care about your customers.
At CPS, we want to help you provide outstanding customer service to your customers. Contact us today to see how we can help your business find quality customer service solutions!