Whether you work in a restaurant, a call center, or as a customer support agent in a large corporation, handling your customers’ requests and responding to their needs are the fundamental aspects of your work.
Fundamental, however, doesn’t also mean easy to figure out. Sometimes you feel ready to do what it takes, but you simply aren’t sure how to approach your customers and make them happy with the service they get from you.
If you’re interested in learning what first-class customer service is all about, here is what you need to know.
Introduction matters: Mind the first impression
Leaving a memorable first impression is a matter of seconds, and when it comes to customer service, you need to know how to make these seconds count.
The way you approach a customer can largely affect the way they’ll feel about the entire transaction between you. Everybody likes to see a friendly face, so a positive attitude towards each person that addresses you is crucial in making the first impression that makes you stand out for all the right reasons.
Remember how it felt every time when you faced a grumpy, unfriendly cashier or spoke to a rude customer agent. To be able to understand your customer, you will need to think like one.
Keep your mind open when it comes to solutions
You most likely went through a training course of some sort before starting to work with actual customers, and you learned which solutions to offer when presented with different types of problems.
However, these guidelines are not necessarily the only ways you can address your customers’ needs. Try to think outside the box and offer new ideas that might help. How will you be able to do that? By listening to your customers carefully and, as mentioned previously, think about yourself in their position.
You might even get an idea that doesn’t come in the rulebook, but would help in a given situation. Don’t be afraid to offer a different solution: Sometimes your customers don’t even know what they want until they’re presented with all possible options.
Be attentive, quick, and efficient in execution
Assignment help contributors covering business topics emphasize that, in order to wow your customers, you need to act promptly and be efficient when it comes to dealing with their requests. This may sound like a logical thing, but many customer agents often get so wrapped up in trying to do the extraordinary that they actually forget this essential step.
No matter how friendly out-of-the-box thinker you are, if you fail when it comes to providing the actual service, you will leave your customers disappointed every time. Your service must be quick and executed with care. Only then will your customers get a chance to realize how hard you’re trying to provide them what they need.
Save your customers’ money whenever you can
Although nobody expects you to flash out discounts all the time (which would, actually, probably get you in trouble with your bosses), saving your customers some money every now and then can really help the image of your organization.
If your customers are looking for a product or a service you know has a more affordable alternative, make sure to let them know what their options are. If they are prepared to bring a significant amount of money to the table, perhaps it would be a good idea to talk to your manager about some price cuts, to show your appreciation.
Rewarding your customers with gift cards and future discounts will also show them your company values their loyalty.
Maintain consistency in your approach
Velvetjobs customer support team has an invaluable piece of advice for everyone looking to make their customers happy: Consistency is key for many aspects of our lives, and it’s no different when it comes to customer service.
Your efforts will prove to be worth very little if you go overboard to satisfy one client, only to drop down the quality of your service when another approaches the bench. This is especially important if you work in direct sales or at any place where you meet your customers physically.
Seeing that some people get treated one way while others get a completely different approach will make your customers feel uneasy around you, and they’ll be very likely to become defensive before they even state their needs.
Don’t forget to follow up: Customers love it
Great customer service doesn’t end when the client leaves the store or hangs up the phone: It goes above and beyond. Simple gestures such as sending a customer a thank-you email or asking them how they liked the new coffee flavor they tried when they visited yesterday will show them you remember and care about the way they feel.
Go the extra mile, and your customers will be sure to appreciate it.
Although each customer is a specific person with needs of their own, great customer service isn’t a craft that can’t be learned by hard work and observation. It will take some time to master the skills you need, but in the end, the effort will be well worth your while.
A smile and a sincere thanks coming from your customers can really brighten up your day, and there’s no need to miss out on that. Try the proven methods listed above and you will surely notice a big difference within days.