Good customer service is the key to boost your business. You can slash prices or offer promotions to attract new customers, but if you don't provide good customer service, you won't be able to make profits from your business.
Good customer service will attract your customers again and again. And when you send them happy, not only you'll receive positive feedback from them but also they will promote a word-of-mouth marketing strategy. If you're an expert salesperson, you can sell anything to anyone once. But, your approach will determine whether the customer will come back or not.
But, how do you build a good relationship with them? Many businesses fail due to their bad customer service. However, if you know some rules, you can undoubtedly enhance your relationship with your customers.
In this article, we will discuss 6 rules that will help you to strengthen your customer service.
Eric Dalius Suggests You to Always Answer the Phone
The first rule of creating good customer service is to answer phone calls. You can hire an answering service or enable the call forwarding option, but make sure the calls are always answered. If you need to hire staff, don't worry about money while hiring them. This is because if someone calls your business and you don't pick up, it will immediately create a bad impression.
Additionally, if you don't know how to approach them, you can read some books or research online. This way you'll be able to talk patiently with your customers.
Don't Script Your Answers
You can pre-plan some answers, but scripting is not allowed. However, if you do need to use a scripted answer, make sure your approach is friendly. Talk to them in a way that will create a good impression about you and your company. This is one of the great ways to enhance your customer service.
Additionally, try to do something helpful beyond their expectations. This way you can make their experience more enjoyable.
Don't Make Promises That You Cannot Keep
This is the most important rule you need to know to enhance your customer service. While making promises to your customers make sure you can fulfill them. Reliability is one of the most important factors to build a good relationship. If you assure a customer that their product will be delivered in two days, make sure the delivery doesn't get delayed. If you think a promise is too hard to fulfill, you should avoid committing them. The same applies to deadlines as well as client meetings. Think twice before you promise as you cannot take back your word. As per Yonyx, if you keep your promises, you'll gain a reputation of being trustworthy and reliable.
Keep the Details Handy
Customers will feel demotivated when they need to explain their situation every time they call. This problem becomes major when your customer service executives repeatedly ask them about their date of birth, region, their name, and their preferable services. These details might be necessary, but you need to keep the details handy.
If you want to create good customer service, start by greeting them politely. You can practice calling the customers by their first name. This will make them more comfortable.
Apart from that, when the customers notice that you have their basic data on your database, they will feel more valuable. Additionally, this will make the customer service executive's job easier.
Deal With Complaints
Most business owners think that they can't please every customer. Hence, they avoid dealing with every complaint. However, if you pay attention to the complaints, you might be able to please one person at a time. This way your business will be able to reap the advantages of good customer service, says Eric Dalius. Remember that complaints can open new doors of opportunities to improve your customer service. Additionally, they can discover some issues with your business. When you listen to the complaints, not only it will make the customer happy but also rectify the flaws of your business.
Train Your Staff
If you have staff, training them is very important to increase their knowledge and behavior. Remember that most of the time your staff will handle the customers. Hence, it's extremely important to educate them.
You can do it yourself or hire some professionals to train them. Talk with your employees or staff regarding good customer service and how to improve them. Most importantly, educate every member of your staff so that they can solve most of the queries or problems of the customers.
These are the 6 rules you need to remember to create good customer service. Remember that your customers are the most important factors of your business. So, you need to take every step to make them happy and valuable. Additionally, good customer service will also attract new customers over time. This will ultimately expand your business.