Commandments of customer service
El customer service it is an essential part in any business. The most important capital of any company are its customers. When you satisfy your customers, they will not only grow your business by continuing to do business with you; they will also recommend it to their friends and acquaintances.
These are the ten commandments of customer service.
Get to know your customer.
Su business exists to meet the needs of your customers, and you can only do so if you know what those needs are. Find out what your customers want. Never forget that it is the clients who pay your salary.
Spend time identifying your customers' needs, asking questions and concentrating on their answers. Listen to their words, their tone of voice, their body language. Pay attention to how they feel. Be careful not to prejudge: never think that you instinctively know what your customers want.
Identify the needs and anticipate them.
Customers buy solutions to their problems. Most customer needs are emotional as well as rational. The more you know your customers, the better you can anticipate their needs. Communicate regularly with your customers; that way you will be aware of their problems or needs.
Make your customers feel important and loved.
Treat them like people. Always treat them by name. Find reasons to praise them, but be sincere. Sincerity creates good relationships and builds trust. Try to make your customers feel good about being your customers. Clients know whether or not you care about them. Never pass up an opportunity to thank them for being your customers.
Help your customers understand your systems.
Your organization may have the best systems for getting things done, but if your customers don't understand them, they will be confused, impatient, and upset. Explain how your systems work, and simplify transactions as much as you can. Above all, be careful that your systems do not reduce the human element of your organization.
Always look for ways to help your customers.
Whenever they ask for something (within reason) tell them you can do it. Find ways to make it easier for them to deal with you. Always keep your promises.
Know how to apologize. When something goes wrong, apologize.
It's easy to do, and customers like it. The customer is not always right, but he must always be satisfied. Address issues immediately and tell customers what you are going to do. Value your customers' complaints. As much as we don't like them, they give us an opportunity to improve.
Give customers more than they expect.
Think of ways to stand out from your competitors. Consider the following:
- What can you give your customers that they can't get anywhere else?
- What can you give your customers that is totally unexpected?
Get feedback from your customers on a regular basis.
Ask for suggestions on things you could improve on. There are some ways to discover what customers think about your service:
- Hear what they say.
- Provide a method that invites constructive criticism, comments, and suggestions.
Treat employees well.
Employees are your internal customers and they need a frequent dose of recognition. Be grateful to them, and find ways to let them know how important they are to customer service. Treat your employees with respect, and you will probably get them to treat your customers better.