The definition of customer service
Customer service is the support you offer your customers — both before and after they buy and use your products or services — that helps them have an easy and enjoyable experience with you. Offering amazing customer service is important if you want to retain customers and grow your business. Today’s customer service goes far beyond the traditional in-person or telephone support agent. It’s available via email, web, text message, and social media.
If you have staff, train them to be always helpful, courteous, and knowledgeable.
This might be the most important of all of these eight rules for good customer service. Reliability is one of the keys to any good relationship, and good customer service is no exception. If you say to a customer, “Your new bedroom furniture will be delivered on Tuesday”, make sure it is delivered on Tuesday. Otherwise, don’t say it. The same rule applies to client appointments, deadlines, etc. Think before you give any promise and make them carefully – because nothing annoys customers more than a broken promise.
To provide good customer service, keep your eye on the customer, not on the profit.
Complaints can become opportunities. They give you the chance to discover issues and correct them, thereby improving your customer service. Plus, customers need to feel they are important to you.
The first rule of good customer service is that your business phone needs to be answered. No business can be successful if customers can’t contact their provider and receive assistance. You as part of your future company need to understand that so you can play your role successfully.
Is there anything more exasperating than telling someone what you want or what your problem is and then discovering that that person hasn’t been paying attention and needs to have it explained again? Not from a customer’s point of view. If you’re truly interested in providing the best customer service, let your customer talk and show him that you are listening by making the appropriate responses, such as summarizing what the customer has said and suggesting how to solve the problem.
Whether it’s a coupon for a future discount, additional information on how to use the product, or a genuine smile, people love to get more than they thought they were getting. Think about your product or service and find something extra that you can offer to customers.
For instance, if someone walks into your store and asks you to help them find something, don’t just say, «It’s in Aisle 3». Add the extra step; say, «Let me show you» and lead the customer to the item. Better yet, wait and see if he has questions about it, or further needs. Whatever the extra step may be, if you want to provide good customer service, take it.
Let’s watch some examples: