There is a small percentage of people who could care less about a good or bad customer service experience, but the reality is excellent customer service is top on the expectations list for people. Customer service, and ratings are sometimes overlooked when a customer makes an initial purchase but as soon as there is a need, a question, a concern, the immediately expect a resolution and they expect a great customer service experience. The moment they get a bad taste in their mouth they may never shop from you again and are more likely to spread a bad experience to friends and family then a good one. So what can you do to make sure you are providing the best customer service possible?
1. Always Provide Timely Responses. Don’t wait to answer a customers email, a customers phone call, or a customer request. Sometimes people will assume that they need to give the customer the answer right then and there, but the reality is most customers just want to know you have received their inquiry and you are giving it prompt attention and researching the issue. If you still do not have an answer by the end of the day, email them, call them. Let them know you haven’t put them on the back burner and that you are trying to resolve the problem as quickly as possible.
2. Keep the Lines of Communication Open. It is always important to keep in contact with the customer, especially when trying to resolve a problem. If the item is a lost shipment with the shipping carrier it could take a little time to resolve the problem. Always make sure you are touching base with the customer, and sending them daily updates with anything new or that you are still awaiting an answer. The customer will appreciate that you are keeping on top of the issue.
3. Avoid Being Confrontational. There is nothing more frustrating then having a customer service professional yelling our get confrontational with you on the phone. Many times people justify this by saying the customer was being rude, but regardless it is very unprofessional to handle a situation in this matter. Stay calm when resolving a problem, and even if they’re wrong just try to explain your policies in a non argumentative way.
4. Customer Appreciation is a Must. Making a purchase is a very important thing to a customer. When a customer makes a purchase with you they trust that they are getting their money;s worth, and that you will deliver them goods they won’t regret purchasing. It is a small and very appreciated gesture if you send a customer a thank you for choosing your shop to make a purchase. This does not have to be a long drawn out email, but a simple thank you email or phone call that you appreciate their business. For customers that purchase from you a lot you should consider adding them to a special mailing list where they can get free or discounted rates on purchases.
5. Meet your Expected Customer Service. Give customers the same customer service that you would expect to get as a customer. By standing outside of the box, and really putting yourself in the customer’s position you will understand what steps you should take to make the situation right again.
Customer service is very essential to running a successful business. Treat customers the way you would like to be treated, and you should do well. Customers will appreciate a business that cares about them.
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