Quality Customer Service – Part I
An Attitude of Gratitude Can Help You Better Serve Your Customers:
8 Ways to Ensure Quality Customer Service (Part I of II)
“A customer is the most important person on our premises. He is not dependent on us. We are dependant on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is a part of it. We are not doing him a favor by serving him. He is doing us a favor by allowing us the opportunity to do so.” –attributed to Mahatma Gandhi
Have you ever walked into a business only to be snubbed by the salespeople? Or maybe they acted annoyed with your patronage. If that’s ever happened to you, chances are you weren’t anxious to return to that establishment. The great irony in situations like that is without customers, be they annoying, loud, needy, chatty, or just plain curious, businesses wouldn’t be in business for long.
This is a busy time of year for you. As the demand for your services increases you may find yourself feeling overwhelmed, and as a result, frustrated with customer requests. This may be a good time to step back, take a deep breath, and feel grateful for each client you have. Acknowledge that the busier you are, the better off your business is. And maybe this will help. Jim Rohn said, “One customer, well taken care of, could be more valuable than $10,000 worth of advertising.” So imagine that each costumer represents $10,000, and be grateful that these clients are willing to contribute to your business’s success. And how do you show this gratitude? By providing good costumer service.
You may not realize that quality customer service translates to word-of-mouth marketing, because when your clients value your services and feel valued in return, they are going to refer you to friends and family. Here are the first three of eight ways you can ensure that happens:
1. Commit to good customer service.Unless you recognize the value of providing good customer service and commit to it, your efforts will half-hearted and insincere.
2. Treat each customer with respect.Everyone responds well to good treatment. When you respect your customers, listen to their concerns, and respond courteously, chances are you’ll be treated the same way. But even more importantly, your clients will feel valued, which will gain their loyalty. And loyalty is priceless.
3. Assume costumers are telling the truth.Have you ever been in a conversation with a costumer service rep who disputes your memory of events? Perhaps they claim that you didn’t pay a bill you’re claiming to have paid. Or maybe they’re arguing that you didn’t get the deal you remember signing up for. Whatever the case, no one feels valued when someone else implies that they’re lying. Always assume that clients are telling the truth. If your records are in opposition with client claims, than share your information with the client in a rational manner. Ask them to help you understand their perspective and see if they can provide records contrary to yours.
Good costumer service doesn’t ensure that you’ll get along with all your clients all of the time. But it does show them that you’re invested in their satisfaction and will do your best to serve their needs. And because of that your clients will feel valued. Those valued clients will then become key members of your marketing team, sharing your contact information with friends and family. And nothing speaks louder to potential clients than a current, satisfied customer.
Come back next week to read our remaining 5 customer service tips:
4. Keep all your promises.5. Respond to complaints immediately.6. Over-communicate.7. Make it easy to access your services.8. Go the extra mile.
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