7 Customer Service Skills Businesses Must Have
- On January 16, 2017
Think about the last time you were face to face with someone from the service industry, would you say that the experience could have been better? According to researchers, 82 % of people stopped doing business with a company due to poor customer service. These bad experiences are cannot only ruin the reputation of a company, but it can all cause a big loss of revenue. A business can get a jump-start on cleaning up their customer service skills by following these 7 tips! Customers are the reason we are in business, and retaining old customers & attracting new customers is crucial area of business that should not be ignored.
1. Commitment – everyone in the company must be devoted to creating a positive experience for the customer. Strive to exceed customer expectations. How do you create this environment? As the boss, you must set the tone. If employees feel respected and appreciated, they’ll be much more likely to treat customers with respect.
It’s important your employees know that they have the authority to solve problems, and you should communicate their limits, whatever they might be. Are your employees allowed to offer discounts, upgrades, or other perks? There’s nothing more frustrating to a customer than encountering a company representative with no authority to help solve a problem.
2. Product/Service Knowledge – Convey an articulate and in-depth knowledge of products and services to win customer trust and confidence. Make sure that all employees know your company’s products, services, and return policies inside and out. Try to anticipate the types of questions that customers will ask. Update and amend your website’s FAQ page frequently.
Periodically take the time to make sure all employees are on board with new developments, products, and protocols. The more familiar your frontline employees are with what you’re selling or the service you’re providing, the better they’ll be able to represent your company and address customer questions and complaints.
3. Know Your Customers – Learn everything you can about your customers so you can tailor your service approach to their needs and buying habits. Talk to customers about their experience with your company, and listen to their complaints. In this way, you can get to the root of customer dissatisfaction.
Customer satisfaction surveys are a helpful tool, and you can also learn a lot by listening, observing, and engaging customers in conversation. Knowledge of your customers will help you avoid problems and will allow you to address concerns when they arise.
4. Be courteous – This goes without saying, right? But how many times have you heard stories of customers being treated rudely? How many times have you been treated rudely as a customer?
Remember that every time you, your employees, and your colleagues make contact with a customer — whether it’s by email, phone, written correspondence, or a face-to-face meeting — the interaction leaves an impression. Use conciliatory phrases such as “Sorry to keep you waiting,” “Thanks for your order,” “You’re welcome,” and “It’s been a pleasure helping you” to demonstrate not only your commitment to customer satisfaction but your dedication to courteous.
5. Never leave a customer in limbo – You must communicate your plan for addressing a problem and make sure the customer understands what’s going to happen and when. Then, make a point of following through promptly. If circumstances change, be sure that the customer is kept in the loop.
Repairs, callbacks, and email need to be handled with a sense of urgency. Customers want immediate resolution, and if you can give it to them, you’re much more likely to win their repeat business. Research shows that repeat business increases 95 percent when complaints are resolved on the spot.
6. Always provide what you promise – It’s essential that you earn your customers’ trust. Don’t make promises you can’t keep, and work hard to deliver on the promises you do make. No company is perfect, but how you handle the situation when you fall short makes all the difference.
If you fail to honor your commitments, you’ll lose both credibility and customers. If you guarantee a response within 24 hours, make sure it really happens. If and when you’re unable to make good on your promises, apologize to the customer and offer some type of compensation, such as a discount or free delivery. Overall, be as good as your word and it will pay off in increased business and good customer relations.
7. Stay inspired & motivated – Ensure your team is enthused, productive, and ready to give their all.blog-img-7