A Crash Course in Customer ServiceRichie Samuals
June 8, 2012 — 1,712 views
Customer service is integral part of any organization. When an organization gets customer service wrong, it potentially loses a customer and gains a bad reputation. People are more likely to talk about an experience that was negative than an experience that was positive. Conversely, a good customer service experience will encourage clients to come back.
Sometimes, is worth employing customer service experts to train your staff in customer service. These companies offer an unbiased service that seeks to remedy any flaws within your customer service model. Whether you are in Washington D.C. or Dallas, customer service experts can train your colleagues to deliver the best customer service.
Customer service often involves following certain guidelines:
• Greet the customer in a warm and friendly manner
• Take an interest in the customer and engage in chitchat
• Give the customer your undivided attention
• Offer solutions to any issue the customer faces while maintaining professional integrity
The great thing about customer service, is that it is simple. Customers want to be able to talk to a human being, so if you are unavailable or your phone is off the hook, you're not providing good customer service. Make sure someone is available to answer customer queries, whether it's over the phone or in person.
Make sure you only offer viable solutions to a customer. Nothing will diminish a reputation faster than breaking your promises. If you promised to deliver on Tuesday, you need to deliver on Tuesday or inform the customer in advance why this is not possible. Customers tend to be understanding about matters out of your control, such as heavy snowfall or major road closures.
Understand what your customers want. Some people lose sales because they do not listen to the customers. Make sure you understand what your customer wants and deliver appropriate replies to ensure the customer knows that you have understood what they have said.
Customers will often tell you if there is something wrong about your customer service. While one comment can be easily ignored, several similar comments from different customers need to be acted upon. This might involve retraining, or it might even require performance management. Whatever you decide is needed, it needs to be sorted as soon as possible.
Sometimes, offering a little extra will go a long way toward establishing a long-term relationship. It doesn't have to be expensive; it could be a pen, or it could be a coupon. It could even be an upgrade, which is a great way for hotels to use empty rooms to improve customer perceptions. Freebies tend to stick in the customer's mind, and will often repeat the story to friends and family.
Ultimately, customer service is not hard. Sometimes, you may need a little training or guidance to help you get there, and that's where The Consumer & Marketing Insights (CMI) Team comes in. CMI is a group of Dallas customer service experts with a focus on results. For more information, visit www.thecmiteam.com.
The Consumer & Marketing Insights (CMI) Team is a group of Dallas customer service experts with a focus on results. CMI team is experienced enough to determine effective dallas marketing strategy for your organization.