Giving good service to customers takes more than greeting them at the door and saying thank you when they leave, but the good news is that it needn't be expensive.
Implement these five easy and cost effective tips and watch your customers thank you for it.
1. Stop being so formal
While automated emails are a necessary part of your customer care, they tend to be one of the most impersonal forms of communication out there. The least you can do for your valued clients is speak to them like they're human beings in these emails.
For example, "Hi Jeff! This is an automated email just to let you know that I've received your query and will get back to you with an answer shortly. Thanks!", is much better than, "Dear Jeff, thank you for your enquiry. We will respond to your query as soon as possible. Please note that your reference number is #887TF3 - please provide this in all future communications. Kind regards, the admin team."
2. Stop trying to be the fastest
The speed of your service is important, but never does it come before quality. Your customers will be happy to wait that little while longer as long as you go the extra mile for them.
3. Surprise them
Your customers are the lifeblood of your business - they are what keep your doors open and the very reason you opened them in the first place. You should always be looking for new ways to thank them.
Send a handwritten thank you note to your clients or randomly give a gift not mentioned in your offering - these acts of kindness go a long way to making your customers feel valued and appreciated.
4. Watch you language
Always be a problem solver for your client. What this means is that when you are not able to do something for your customer, e.g. ensure delivery by Friday, you should phrase your response in the positive.
Instead of saying, "Unfortunately we won't be able to have the product delivered by this Friday, we're really sorry about the inconvenience", you could say, "What we can do you for you is arrange delivery early on Monday, as long as we place the order now, would that be suitable?"
Even better would be to provide an alternative to this as well, such as offering to source an external delivery company to deliver the product on Friday at the client's expense.
5. Send your customers away with resolution
Even if all you can tell the client is when you will be able to get back to them with a definite answer, always send them away knowing what the next step (or preferably what the answer to their question) is.
Once the customer says something like, "Okay I think that's everything I need to know," then you can bring the conversation to an end.
Staff Training presents Customer Care training nationwide both open hosted and at your premises. Contact (021) 839 3021 or email us for more information.