All things considered, providing world class customer service should not be a reach for any business that wants to succeed in today’s economy. According to Belding Skills Training and Development, an organization that teaches businesses how to develop and maintain World-Class Customer Service at every level, the definition of world class service is:
“The process of consistently communicating to every customer – whether it is an internal customer or external customer – that they are valued, and that their satisfaction is paramount to your organization.”
Keeping that definition in mind, the following 5 keys can set your business apart from your competition:
Listen to Your Customer
When a customer asks a question or voices a concern, thoroughly hear them out. Listen to the words they are using, and the tone of their voice. If it is a face to face meeting also watch their body language. You should never make assumptions about what is being said. If there is any uncertainty as to what is being communicated to you, ask clarifying questions so you can better understand what is being said and respond accordingly.
Keep Your Promise
If you tell your customer you are going to do something for them, DO IT! Whether it’s ordering something for them or saying you will be following up with them at a certain time, they expect a response. The first time you don’t keep a promise will result in the customer losing trust in you and your business. Once trust is lost, it is hard to regain.
Know Your Products/Services
Know everything there is to know about the products/services your business offers. You want to be able to respond to any inquiry a customer may have about them. You never want the customer to have to return for additional supplies or call back for additional instructions if the wrong information was supplied. Being very knowledgeable about the products/services you offer will also set you above your competition in the eyes of your customers.
Admit When You Made A Mistake
Mistakes will happen. How you deal with them will determine how your customer will view your business in the future. Sincerely acknowledge a mistake was made and offer to resolve it to the customer’s satisfaction in a timely manner. By doing this, you and your business will be seen in a more positive light which can then benefit your business in the future.
Value Your Customer’s Time
Your customers are busy and their time spent doing business with you should be respected. Show a sense of urgency in assisting them by being accessible. If there is going to be a delay, whatever the reason, a prompt explanation should be given to the customer. How you choose to value your customers’ time will determine how they will do future business with you. Choose that value wisely.
You cannot please 100% of your customers 100% of the time but by following the above 5 keys you can please a high percentage of them.
“We see our customers as invited guests to a party, and we are the hosts. It ‘s our job every day to make every important aspect of the customer experience a little but better.” – Jeff Bezos, CEO Amazon.com
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