As the boss, you have fewer chances coming face to face with your customers than the people you employ. As such, you"ll have to mostly rely on their performance when it comes to customer service. If you want them to treat your customers well, make sure you give them similar treatment at work. Like breeds like and if they don't get any motivation from you, they won't have any motivation to provide excellent customer service to your clients either.
Personalize your approach. One thing customers have in common is the pleasure they receive when firms or establishments they patronize make it clear to them that they know who they all are. You have to prove to your customers that you appreciate them. You can do this by addressing them by name in your calls and newsletters. Take note of their birthdays and send them personalized greetings from your company. Make them feel important and they"ll prove that you"re important to them, too.
Give it your best plus more. Train your employees to go the extra mile for the customers. Your competition may just as efficient as your team is in resolving customer support issues, but can they be as courteous or as cheerful as your team is? Being respectful and smiling at all times may seem little things to improve your company's customer service but it's often these little things that make a huge difference to your customers.
Be fair. No request should be too small to be considered, and no customer should be too insignificant to take care of. Sure, there are certain privileges that VIP clients are entitled to and other customers are quick to understand, but there are also certain privileges that everyone have the right to enjoy like common courtesy and dedication. Never let your customers think that you"re guilty of favoritism!
Listen. Train your employees to have the patience to listen. This may be hard when the caller is stubborn and unreasonable. Even if you end up unable to resolve the issue - which isn't surprising if there shouldn't be any issue at all in the first place - your customers would still put the phone down in a happy mood because they knew you cared enough to listen to them without complaint. Sometimes, people pretend to seek for solutions when all along, they simply desired to have someone listen to them.
Make good use of your FAQ section. If you don't have one, create one immediately. Having a FAQ page is an effective way of offering customer service. Common problems may be discussed here to negate the need for calls regarding the same issues. FAQ sections prevent your customers - and employees - from wasting their time.
Never left things unresolved. Every complaint must be successfully addressed. Train your employees to perform follow-up calls to ensure that all complaints had been resolved. For complicated issues, make sure that you give clients progress reports to let them know that you"re still working on their case. Do your best to give them a specific time period for which they can expect the issue to be fully resolved.
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