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These days, no-one whines under their breath about crappy customer service. We tweet it, or post it on Facebook… we share our frustrations with the world – literally.
In this highly accountable climate, providing stellar customer service is a necessity. It’s not just a way to compete; it's a way to stay in business.
So, what precisely is good customer service?
The goal for any business is to achieve customer satisfaction. This could be anything from letting someone know how long they’ll be on hold, to acknowledging and rewarding loyalty. It’s about respect for your customers and the aim is to build credibility and gain trust. This should result in repeat business and increased profits.
Here are 7 ways to make sure your customers leave with a smile:
1. Invest in staff knowledge:
Increase the knowledge (effective communication, conflict resolution, for example) of your customer service staff and you’ll empower them to make autonomous decisions that will have a direct impact on customer satisfaction.
2. Now you be the customer:
When building a successful business it’s easy to forget that you’re a customer too. Consider what gets you hot under the collar about customer service. Perhaps it’s that a business’s contact details aren’t easy to find on a website, or being forced to listen to a phone message which says repeatedly how ‘important’ your call is. Use your own experiences to remind you what not to do in your own business.
3. Make the connection:
Everyone needs to feel like they matter and customers are no different. Don’t tell someone that they’re important; show them that they are. Build a partnership with your clients.
Create a forum or community where you can talk to them and actively listen to their suggestions or complaints. Remember to show your customers that you’ve heard them and let them know if you have implemented any suggestions they've made.
4. Get online:
How you interact with your customers in the online world says a lot about your business ethos. It’s essential to create an inclusive online environment.
Do you have a Frequently Asked Questions section on your website? What about a Twitter account to facilitate real time interaction? Today’s customer wants an immediate response – to stay relevant and you need to be able to provide that.
5. Customer service staff are people too:
Instead of trying to create cookie-cutter customer service staff with inauthentic smiles and robotic voices, embrace your employees’ unique strengths and leverage them to benefit your business.
Get to know your staff and let them know they’re valued. Are your people in positions which maximize their best qualities and strengthens your business?
6. Cultivate resilience:
When times get tough (economically), don't let your customer service slip while you try to clutch at new business. Use the time wisely to focus on the customers you do have – thank them for their business and in the long run, they’ll be thanking you.
7. Be predictable:
Experiencing the same level of service every time a customer engages with you creates confidence, trust and long-term relationships. When it comes to customer service, predictability is never boring; it’s just good business sense.
*Carolyn Holgate is the General Manager of MWEB Connect. Visit MWEB on www.mweb.co.za or contact 08600 32000.
Have you ever received crappy customer service? Whether it was a bad-tempered waitress or foul-mouthed packer, share your experience with us below.
In this highly accountable climate, providing stellar customer service is a necessity. It’s not just a way to compete; it's a way to stay in business.
So, what precisely is good customer service?
The goal for any business is to achieve customer satisfaction. This could be anything from letting someone know how long they’ll be on hold, to acknowledging and rewarding loyalty. It’s about respect for your customers and the aim is to build credibility and gain trust. This should result in repeat business and increased profits.
Here are 7 ways to make sure your customers leave with a smile:
1. Invest in staff knowledge:
Increase the knowledge (effective communication, conflict resolution, for example) of your customer service staff and you’ll empower them to make autonomous decisions that will have a direct impact on customer satisfaction.
2. Now you be the customer:
When building a successful business it’s easy to forget that you’re a customer too. Consider what gets you hot under the collar about customer service. Perhaps it’s that a business’s contact details aren’t easy to find on a website, or being forced to listen to a phone message which says repeatedly how ‘important’ your call is. Use your own experiences to remind you what not to do in your own business.
3. Make the connection:
Everyone needs to feel like they matter and customers are no different. Don’t tell someone that they’re important; show them that they are. Build a partnership with your clients.
Create a forum or community where you can talk to them and actively listen to their suggestions or complaints. Remember to show your customers that you’ve heard them and let them know if you have implemented any suggestions they've made.
4. Get online:
How you interact with your customers in the online world says a lot about your business ethos. It’s essential to create an inclusive online environment.
Do you have a Frequently Asked Questions section on your website? What about a Twitter account to facilitate real time interaction? Today’s customer wants an immediate response – to stay relevant and you need to be able to provide that.
5. Customer service staff are people too:
Instead of trying to create cookie-cutter customer service staff with inauthentic smiles and robotic voices, embrace your employees’ unique strengths and leverage them to benefit your business.
Get to know your staff and let them know they’re valued. Are your people in positions which maximize their best qualities and strengthens your business?
6. Cultivate resilience:
When times get tough (economically), don't let your customer service slip while you try to clutch at new business. Use the time wisely to focus on the customers you do have – thank them for their business and in the long run, they’ll be thanking you.
7. Be predictable:
Experiencing the same level of service every time a customer engages with you creates confidence, trust and long-term relationships. When it comes to customer service, predictability is never boring; it’s just good business sense.
*Carolyn Holgate is the General Manager of MWEB Connect. Visit MWEB on www.mweb.co.za or contact 08600 32000.
Have you ever received crappy customer service? Whether it was a bad-tempered waitress or foul-mouthed packer, share your experience with us below.
