Often overlooked, customer service is a critical element in business. To achieve success, it’s essential that both you and your staff fully comprehend the importance of prioritizing needs.
Treat your team as you expect them to treat your customers. As a leader, your interactions with customers will be less frequent than those of your employees. Therefore, their performance largely dictates the level of customer service provided. If you want your team to show excellent customer care, you must foster a similar environment in the workplace. Motivation breeds motivation; without it from you, your employees are unlikely to provide stellar service to your customers.
Customize your customer interactions. A universal customer delight is feeling recognized and valued by businesses they frequent. Show your customers that you value them by using their names in phone calls and newsletters, and acknowledging special occasions like birthdays. These personalized gestures make them feel cherished and reinforce their loyalty to your business.
Strive for excellence and beyond. Teach your employees to do more than what’s expected by the customers. Your competitors might be as competent in handling customer issues as your team, but can they match your team’s politeness or positivity? Small acts of respect and maintaining a cheerful demeanor may seem insignificant, but they often make a substantial difference to how customers perceive your service.
Practice fairness. No customer request should be dismissed as trivial, and no customer should be neglected. While it’s understood that VIP customers may have additional benefits, basic courtesies and dedication should be extended to all customers. Avoid creating an impression of favoritism among your customers.
Encourage active listening. Teach your staff the value of patience and listening, even when dealing with stubborn or unreasonable customers. Even without a resolution, customers may still hang up feeling satisfied if they feel heard and empathized with. Sometimes, all a customer needs is someone willing to listen.
Leverage the FAQ section on your website. If you don’t have one, create it immediately. An FAQ page is a proactive way to address common issues, reducing the need for customers to call about the same problems. It saves time for both your customers and your staff.
Prioritize resolution. Ensure that every complaint is addressed effectively. Encourage your staff to conduct follow-up calls to confirm that issues have been resolved. For complex problems, provide customers with regular updates to reassure them that you’re diligently working on their case. Strive to offer a specific timeline for when they can expect a resolution.