Customer service is an important part of success in an organization. However it is more complex than troubleshooting or answering customers’ questions. Here are things to think about to ensure your customer service is the best it can be.
- Listen well. Asking questions and focusing on customers’ answers to understand what they are really saying can be a valuable way to be successful in customer service.
- Anticipate needs. By anticipating customers’ needs, you will be able to more effectively solve their problems, which will draw them to your products and services.
- Make customers feel important and valued. No customer wants to feel like a number. By making each customer feel valued and important, they will be more likely to stay with your organization.
- Pay attention to your body language. People convey information with body language as well as words. Ensure that your body language matches what you are attempting to communicate to your customers.
- Help customers understand. When customers understand your systems, they will understand why things happen a certain way. They may be more patient with overcoming obstacles, and they will not blame customer service representatives for things out of their control.
- Be proactive about ways to help. If your customers have a reasonable request, saying “yes” can go a long way, even if you have to do some figuring out afterward to make it work.
- Do not underestimate apologies. If something goes wrong, own up to it and apologize. That shows you will take responsibility for mistakes or problems and work with your customers for the best outcome.
- Exceed expectations. Exceeding customers’ expectations is a good way to set your organization apart from the competition. Think about how you can go above and beyond what they want and need so you are the better solution.
- Seek feedback regularly. Feedback from customers will give you an idea of how things are going and what customers think. By seeking feedback, you can improve processes as well as show customers you care about their opinions.
- Treat employees well. Do not underestimate the importance of happy employees. They are stakeholders in your organization just like customers are. When they are happy, they will work for the company’s goals.
Whether you want to improve your company’s customer service skills or you want to build a system that meets your customers’ needs, be sure to think about these things when you set processes and policies in place.