Do you remember when you first learned to ride a bike as a child? You probably weren’t successful on your very first attempt. It took practice to become proficient. And that’s what you need to do here. You must perfect your customer service, whether you are a one person operation or a billion dollar business. That means you need to have a plan of action, and you must practice it consistently.
If you truly do care about your customers, and you offer a product or service of extreme value that everyone needs, believe it or not, this may not be enough to be successful.
What if someone was to purchase an item from you, and they just had a simple question they needed answered? They called your customer support line, or send you an email, and they waited … and waited … and waited … for what seemed like an eternity to them before someone answered.
Pick Up the Phone and Reply to that Email… Quickly!
One great way to hone your customer support skills and deliver great customer service is by always answering your phone before the third ring during business hours. This shows your customers that you truly do care. You can apply this to emails too, by always replying the same day (when possible).
Poor response time is a customer relationship killer. So is treating your customers with canned responses. This certainly does not show you care. It tells your customers that they are simply nothing more than a number. In their minds they are thinking, “They already have my money, now I am not important to them.” Think about the last time that you suffered some horrible customer service. Wasn’t that what you were thinking?
It is not good enough just to have good intentions. You must put them into action. There are third-party customer service teams you can hire to train your staff properly. There are individuals and firms that can help you create an awesome help desk solution if you’re struggling on your own. And if you are a small company, simply take the time to treat your employees like gold, and tell them that is how you expect them to treat your clients and customers.
Plan, Then Practice
Take some time to put down on paper exactly how you want each and every one of your customers treated both before and after the sale. Then practice, practice, practice. Have role-playing sessions with your team or your staff which handle your most frequent customer requests and complaints. Work hard every day at perfecting your customer service, and this crucial key to your success will become second nature.
What kinds of customer service activities do you need to work on? Let me know in the comments!
Make Today AMAZING!
~ Carrie A Medford
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