At the core of any business lies your customer or service user. If they aren’t happy with the products or services they receive, they will not return to your company, nor will they recommend you to others. This doesn’t mean that you aren’t allowed to make mistakes. Mistakes happen and it is your response to those mistakes that will determine whether or not your customers will come back. All of this can only be achieved with fantastic levels of customer service and that is a huge skill to have. Let’s take a look at some of the ways that exist to help you improve your customer service.
“Traditional corporations, particularly large-scale service and manufacturing businesses are organized for efficiency. Or consistency. But not joy. Joy comes from surprise and connection and humanity and transparency and new…If you fear special requests, if you staff with cogs, if you have to put it all in a manual, then the chances of amazing someone are really quite low.”
It is something so simple, but simply smiling will make everything better. Naturally, this is only applicable in a public facing role. However, a large part of customer service is public facing, and having a friendly and approachable facial expression – i.e. a smile will go a long way towards making people feel better.
Also, if you are not facing a customer but rather speaking to them on the telephone, still smile. When you smile and speak, the tone of voice you use will change and people will pick up on this, even if they can’t see you. A blind person, for instance, will know whether or not you are smiling.
Take Part in Mystery Shopping with the Competition
Mystery shopping is a fantastic way of determining how people feel about service and products. You should treat each and every customer as if they are the mystery shopper, not unlike how a restaurant should treat each diner as if they were a food critic. However, you can also go to different shops yourself and be a mystery shopper.
Yes, it can seem slightly underhanded, but you can bet your bottom dollar that the competition is doing the same to you.
Offer a Community
People like to feel a part of something. As soon as they are part of a community, they care more about others and feel more cared for themselves. Doing this in your role as customer service employee is incredibly important.
“Bringing face-to-face interactions, special services, and knowledge together could help you to create a unique community for your customers. This could be an interactive part of your website, a weekly or monthly webinar, or an open house at your physical location. Better yet, organize with similar or local businesses to set up an event, street fair, or convention that could draw a large crowd.”
5 Ways To Improve Customer Service – Forbes.com
This is a very simple tip, but you may just find you enjoy doing it, as well. Besides this, the added value to the organization as a whole cannot be denied. Also make sure that the community can be in touch in various ways. Naturally, face to face contact and using the telephone is important but also allow them to use social media and email, to name a few. Being inclusive of everybody’s needs will set you in great standing.
Use A DiSC Profile As Part Of Your Training Programs
The DiSC Profile teaches customer service personnel to connect better with their customers. We’ve probably all had support experiences where we just didn’t click with the customer. More often than not, this apparent lack of chemistry. But what if we could identify and adapt to the differences in customers, reduce the likelihood of miscommunication, and develop positive relationships with all types of customers?