As we are getting into the busy holiday season, I find that it is getting harder and harder to get excellent customer service. Not ONLY customer service; also the way we interact with each other and ourselves. Here are methods I follow, to start to create a pattern of excellent customer service.
Always Know Your Product and Service
To provide excellent customer service, we need to know what services we are providing or selling, inside and out. I make sure and all of our guest-facing staff - understand how our products or services work. Teach them and make them aware of the most common questions customers ask and know how to articulate the answers that will leave them satisfied.
Always Be Friendly
As they say, customer service starts with a smile. When you are in a face-to-face situation with a guest, a warm greeting should be the first thing our guest see and hear when they ask for help. And even when handling customer service requests via telephone, a smile can come through in our voice, so we need to make sure we are ready to be friendly.
Always Say Thank You
Gratitude is memorable, and it can remind our guest why they shopped at our store or hired our company. Regardless of the type of business we serve, saying thank you after every transaction and or interaction is one of the easiest ways to start a habit of excellent customer service.
Always Train Our Team
It's important to make sure all of our employees, not just our customer facing, understand the way they should talk to, interact with, and problem-solve for guests. Let’s provide a team training that gives our team the tools they need to carry excellent customer service through the entire customer experience.
Always Show Respect
Customer service can often involve emotions, so it's important to make sure our team handling your customer tasks are always courteous and respectful. Never let our own emotions overtake our desire to see our customer walk away happy.
I believe that listening is one of the simplest secrets of customer service. Listening means hearing what our guest are saying out loud, as well as what they are communicating non-verbally. Let’s watch for signs that they are displeased while listening to what they say to us directly.
Always Be Responsive
There may be nothing worse than non-responsiveness to a guest who is trying to get help or place an order, resolve an issue, or find out more about what we are selling. It's important to respond quickly to all inquiries, even if it is only to say that we are looking into the issue and we will be back in touch. Some response is always better than none, so the guest doesn't feel ignored.
Always Ask for Feedback
We can use customer surveys, feedback forms, and questionnaires, but we can also make it a common practice to ask our guests first-hand for feedback.
Always Use Feedback We Receive
We need to do something with the feedback we receive from the guest to make it useful in our customer service process. We need to take time to regularly review feedback, identify areas for improvement, and make specific changes in our business.
Excellent customer service comes down to consistently checking in with our guests and making sure they are happy with not only the products and services we are selling but also the process of purchasing, ordering, working with us, etc. If we continuously do that successfully, we are on our way to becoming known for providing excellent customer service.
Aim For World-Class; Be Legendary,
Your Coach - Christian