14 Dec How to Provide Good Customer Service to Your Clients?
An integral feature of every successful business is effective and efficient customer service. Customer service can be defined as the accommodation, assistance, and advice that a company provides their clients who are interested in their product or service. For a company to be successful, it is of utmost importance for them to have a good customer service feature that can help in inculcating brand loyalty in pre-existing clients and presenting a good image of the company overall. However, how can we exactly quantify what qualifies as good customer service and what doesn’t? Here are a few things to keep in mind and are guaranteed ways you can have your company provide exceptional customer service to your customers!
1) Be knowledgeable about the company and service
Ensure that the people working in the relevant department who are responsible for dealing with clients on a daily basis are well-equipped and well-versed in the workings and details about the company and the services provided. Furthermore, make sure that the employees can articulate their thoughts and projections in a manner that is professional and reflects nicely.
2) Always be friendly
Human behavior is contagious. If you want your customer to feel satisfied, it is well recommended to start any conversation with a smile on your face. Psychologically speaking, this is likely to leave your client feeling cheery in general and will promote brand loyalty as well.
3) Listen attentively
Train your staff to be pick up on verbal and non-verbal cues when communicating with a customer. These cues can help us get a rough idea what the client is feeling and what are their expectations from the customer service. Proceed from that point onwards.
4) Always ask for feedback
To grow, it’s always important to get feedback from customers and clients. This can be done in the form of questionnaires’, feedback forms and online surveys. The object of these is to get a general idea of how the customer perceives the company. Furthermore, feedback can also help a company understand how they can improve their brand.
5) Use feedback for positive growth
The feedback you receive should be used actively for positive brand growth. When a customer sees that their advice or suggestion was attended to, this leaves an impression of loyalty makes the customer feel that their opinion matters. A bit far irrelevant from the crux of the matter, but in the long run, this is likely to attract more customers.
6) Staff training
Ensure that the staff that converses and engages with clients is well-trained and equipped with professional ethics. They should have a solid understanding of how to conduct themselves around clients, how to address the customer’s query, and how to ensure that the customer is satisfied in the end.
7) Respond ASAP
A big part of every customer service is speed. Ensure that your customer service responds as soon as they can to any query there is. Many times, issues are time-sensitive and these experiences can either result in you losing a customer or gaining a loyal one.
8) Understand your clients
To leave a good impression behind, make sure that your staff is on-board with the vision of the company and knows the customer well. Furthermore, they also know what the customer wants and needs in general. This ‘personalization’ makes the client feel more important and helps build loyalty
9) Do not hesitate to go the extra mile
Always remember, a good impression is likely to ensure that the customer will return in the future. Furthermore, this also increases the chances of them recommending your brand to their friends and family. Hence, don’t fret about working extra or going out of your way for a client – there’s a high probability that it will pay off in the long run.
What skills should employees have for good customer service?
To ensure that your employees are qualified and well-versed in this manner, here are a few habits and skills that they should possess or work on to ensure that your brand lives up its name!
A good employee should prioritize and work on his patience level. This is rudimentary for several reasons. For starters, clients are likely to call your customer service out of frustration and anger. To respond without any prejudice, sentiment or general annoyance, the employee should have a decent amount of patience so that they can respond accordingly and in a precise manner which leaves the customer feeling wholesome rather than agitated.
This feature is highly crucial for good service due to the results it manifests itself into. Being attentive makes the customer feel more important and leaves behind a good impression. Furthermore, if an employee is attentive, he/she is more likely to help the client and resolve any pre-existing issue appropriately.
- Communication skills
Appropriate and well-refined communication skills are a priority in the department of customer service. Articulating a perfect response is an art, which not everyone can do properly. Hence, to leave behind a good impression, and also to communicate the company’s agenda/product without producing any ambiguities, good communication skills are an absolute must-have skill for an employee in the respective department.
- Face-scanning and ‘reading’ the customer
This skill will ensure that your employee can find out what a potential customer or a client might want and then help them accordingly. Furthermore, possessing this skill will help avoid miscommunication or anything of the sort that might result in the loss of a customer or client.
- Time management
This skill will ensure that your employee can help a client in the shortest amount of time possible whilst leaving behind a good customer experience. Some clients are likely to hoard the service and simply cannot be helped. This skill helps clients appreciate this fact and encourages them to deal with clients accordingly, since time is a limited resource and not be utilized for things that are not productive or out of our control.