Your customers are your most vital asset. Ensuring customer satisfaction is crucial to steady business growth; it encourages loyalty in existing customers and attracts newer ones. Below are 8 top-of-mind customer service "commandments" that should never be broken. Share them with your employees, and never forget that the customer pays your salary and is the reason you are in business.
1. The customer is always right (even when they're not). The customer is not always right, but the customer must always win. When something goes wrong, apologize. Deal with problems immediately and let customers know what you have done to correct the issue. Making yourself readily available to a customer with a compliant tells them that you value their business and are committed to their satisfaction.
2. Keep in touch. Make it easy for your customers to contact you. Avoid subjecting them to an endless stream of voicemail options, or at least provide them with an option that allows them to speak to you or one of your employees. Return missed calls promptly, before the end of day if possible.
3. Keep it clean. To a customer , your place of business is a direct reflection of who you are as a businessperson. A clean, pleasant workplace gives customers a sense of trust, helps put them at ease, and fosters a positive first impression. Most importantly, it convinces them that they made the right choice in selecting your business.
4. Thank them - a lot. Customers want to feel that you appreciate their business. Greet them with a warm smile every time, sincerely thank them every chance you get, and make them feel like the valued customers they are. Always address them by name (if you don't know it, learn it), and find ways to show your appreciation; reward their loyalty by waiving an occasional fee, offering a special service at no charge, or sending a thank you note.
5. Exceed expectations regularly. Go above and beyond average service every time. By providing your customers with consistent and reliable good service from the start, you're taking away any reason for them to go anywhere else.
6. Negate the negative. When it comes to your customers, there should be no such thing as NO. Reasonable requests should always be answered with a YES, even if you're not quite sure how to accommodate the request at the moment. After all, you always want to find ways to make it easier for your customers to do business with you, and customer requests can provide that insight.
7. Get regular feedback. Encourage and welcome suggestions about how you could improve. Invite comments and suggestions, and listen carefully to what your customers say.
8. Develop customer service guidelines. Provide your employees with clear customer service guidelines to ensure consistent customer satisfaction in all interactions. Additionally, don't forget that a satisfying work environment is highly conducive to satisfied customers; if you want your employees to treat your customers with respect and appreciation, show your employees the same consideration as well.
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