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RISING WOMEN EXPERTS...
Do you have any effective tips on improving our customer service?
By RWM Editorial
Customer service is all about treating your customers so well
that they keep coming back. It is also about sending them on their way so
pleased with the service they received, they tell their friends. Customer
service is about building relationships. Here are some tips to include in
your daily operations that will strengthen your relationship with your
existing customers and, in turn, attract new ones:
1) Never Make Promises Your Can’t Deliver - Broken promises are the
quickest way to instantly leave a bad impression in the mind of your
customer - no matter how loyal they have been in the past. Be realistic when
it comes to making promises and don’t be afraid to be upfront with your
customer if you are a little unsure of a promised delivery date, color, etc.
“Susan, we are doing our best to get you the yellow model by Friday. I’ll be
honest with you though, this colour comes in limited quantities...”
2) Really Listen to Your Customers - Long-winded sales pitches and
product/service babble is the number one way to turn a potential customer
off. Look at it this way: your customer is the bottom line to closing a
sale. By letting your customer talk about their approval, problem with,
need, desire, etc., for your product/service, the more they are giving you
the tools to make the sale. Sales is all about problem solving. What really
is the problem? And what will make your customer happy with their decision?
3) Deal With Complaints Immediately - If your customer has a problem,
turn on the customer service and be flexible enough with your policies to
ensure that they walk out the door satisfied.
4) Always Go Above and Beyond Your Service - Get to know your
customer. What do they do for a living? What are their interests, hobbies,
etc? Perhaps you have another service/product that they may be interested
in. Perhaps you can refer them to someone else who can meet their needs. If
they are in business too, make referrals to networking groups or other
business organizations, publications, resources that have helped you. Keep
all your customers phone numbers on file...who knows, you may run into an
opportunity that they would be interested to hear about in the near future.
5) Throw in the Extras - A future discount, additional information on
a product, or a genuine smile; people love to get more than they thought
they were getting.
To have your marketing questions answered by our line-up of experts,
email RWM at
experts@risingwomen.com |
