The Art of Customer Service.....
- waynefarran
- Jul 3, 2014
- 3 min read
Over the years I have focused on offering and maintaining exceptional customer service.
For some it can be a hard skill to master and to maintain, but when all is said and done if you can get it right you will reap the rewards.
So what do I consider to be relevant when it comes to customer service?
The following points are what I believe that you should concentrate and focus on when dealing with customers.
1) Treat them appropriately
Sounds a simple thing to say but you should always treat your customers the way that you would expect to be treated “or better” in the same situation. They should come away from the experience feeling positive and happy with the way that they were treated; not angry or disappointed.
2) Have patience
Sometimes customers will find it hard to express their concerns and or requirements; they may even be in a situation where they are unsure of what they require. Have patience when being with your customers; there is nothing worse than coming across bored or uninterested when communicating with them.
3) Be an active listener
Don’t just listen to them passively, be attentive. Focus on what they are talking about. This will give you a clearer understanding of what they are talking about and are ultimately looking for. This is crucial for offering the right product or service that will best align with their requirements.
4) Communicate clearly and positively
Look directly at your customer when you’re talking to them; speak clearly and above all talk positively in a language that is understandable for them. Avoid using “techno talk” or Acronyms.
5) Product Knowledge
Our customers don’t expect us to be a walking encyclopaedia of knowledge on every product and or service, but they should expect that we have a “reasonable” knowledge of our products and or services.
An important tip: “NEVER” lie or bluff your way if you don’t know the answer, a smart customer will either sense this at the time or find out at a later date.
Sometimes the best solution is to acknowledge that you don’t know and use this as way to show a high level of service to the customer; [as an example you can say]:
"Mr Smith that’s a Great Question, one that I have never been asked before. In saying this it’s an important question and one that I would also like to know the answer to. We have a staff member in our company that specialises in this area. I will contact him on your behalf so we can both find the answer to your question".
6) Employ good time management
When dealing with your customers always employ and keep an eye on any required timelines. As I always say, most people are typically time poor. If they can’t get an answer straight away and you promise to get back to them by a specific time, then do so. Missing timelines can be one of the biggest fails in securing business and in addition losing a customer’s trust.
7) Have a calm demeanour
At all times you should be seen as being calm and relaxed; not appear to be pressed for time or come across as looking stressed or focused on other issues. The customer should always feel comfortable when being in your presence.
8) Aim to close the process
At the end of the day the customer is looking for a product and or solution to his situation. Once you determine the requirements and get positive feedback about what you have proposed, close the process by asking for the order.
9) Follow Up
A simple follow up email and or phone call to confirm all is well and or on track is a simple but effective process to show that you have your customers best interest at heart.
10) Say Thank you
It's nice to be important; but it's important to be nice. The simple act of thanking your customer verbally and or with a handshake for their business will go a long way in securing a sticky customer.
Perhaps some food for thought!
Wayne~
