At the core of any business lies your customer or service user. If they aren’t happy with the products or services they receive, customers 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 superior 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.
It is something so simple, but simply smiling will make everything better. Naturally, this is only applicable in a face-to-face role. However, a large part of customer service is face-to-face, and having a friendly and approachable facial expression – i.e. a smile will go a long way towards making people feel better.
“This is the most simple and most powerful tip for customer service (and most interpersonal interactions). Smile. Smiles are contagious – usually when you smile at somebody they’ll smile back at you. Do not pretend to smile, or produce a false smile – these are easy to spot and send the wrong messages – relax, gain eye-contact and smile naturally. This will help the customer/client to feel at ease and welcomed, you’ll come across as friendly and approachable, setting the scene for positive interaction.”
“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. Customers are more likely to want to talk to a cheerful person with an enthusiastic personality and by smiling while you talk you can help to project this.” from: Tips To Improve Customer Service
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 send your employees to competitors as mystery shoppers.
“Let them see for themselves what others are doing. Get them to share their experience and see what best practice you can adopt and what ideas you can steal.”
How To Improve Customer Service – KSL Training
Yes, it may appear to be slightly underhanded, but you can bet your bottom dollar that the competition is doing the same to you.
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 Your Customer Service by Sunday Steinkirchner
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.