Customer Service: What To Do And What To Avoid
A good customer service is the lifeblood of your business. It is a good way in which you could have interaction and a better relationship with your customers and if you fail to provide this, there is a chance that your old customers will never come back again and you will never be able to attract new ones as well.
In order to provide customer service satisfaction, it is important that you avoid having an empty reception desk in your business establishment. If a customer walks in and sees no one around to help answer his or her questions or entertain his or her complaints, the customer will just walk out the door immediately and probably never come back.
Of course, having nobody around is not the only source of bad customer service. In fact, most of the complaints for a poor customer service are if your clients actually get to talk to one of your employees. What are these situations?
The most common example is when one of your customer representatives is having a bad day. Yes, we all experience that sometimes but your employee must not take it on the customer – remember, this could sabotage your whole business.
Those who have phone lines dedicated to answering customer questions and complaints should also remember to assign a staff member who is willing to talk to irate people calmly and still with a smile. The mood of a person can actually be reflected in the sound of his or her voice so you must train your employees well in taking calls. Aside from that, you must always remind your employees never to hang up on anyone, even on the most irate callers. Also, do not fail to return phone calls and voice messages – remember that you had your phone number listed in the first place for the public to see.
A bad customer service also comes when an employee fails to give the answers that the customers want. This happens when the staff member is not well trained and not well taught about the company and its products and services. Be sure that the person answering the calls has thorough knowledge about these things. If the person does not know a certain detail, he or she may ask another employee about it – but he or she cannot put the caller on hold without asking that person politely first. People also have a certain time limit in which they can be patient enough to be put on hold – tell your staff to make things quick and to get back to the caller right away.
Magic words such as “please”, “thank you”, “you’re welcome” and the like can do wonders in providing good customer service. It can even make an irate caller calm down and talk with sense thus making communication much better for the two parties. Just remind your employees to always put a “smile” in their voices and say the magic words so they sound pleasing and not rude on the phone.
