by ethosplc | August 28th, 2018
Customers will leave you if you have poor customer service. If you want to retain your existing customers and attract new ones, you should learn the do’s and don’ts of excellent customer service.
Be Honest at All Times
Broken promises destroy trust, so do what you promised. You should always be fair about additional charges, prices and extra fees. It is essential to establish clear refund and return policies, deliver on time or earlier and provide a prompt response to questions.
Respect Customers and Take Responsibility
Always respect customers. Make them feel important and valuable. Customers deserve your staff’s friendly attitude and full attention. This is the easiest way to show that you care about them. You should also be ready to take responsibility for any negative experiences or problems that customers are having with your products, services or company.
Be prepared to sincerely apologize to customers on behalf of your company, even when the situation or issue that caused their frustration wasn’t your fault.
Put Yourself in place of the Customer
Put yourself in the customer’s shoes before addressing their issue or request. This will help you address their needs better. You should also express your gratitude. This will make customers feel appreciated and valued for their loyalty to the brand. Saying words of appreciation will show how thankful you are that they chose your service or product.
Don’t Disregard Customer Feedback
Listen to your customers. Be open to any kind of feedback or suggestions they might have as it might help you improve your services or products. You shouldn’t make things too complicated as well. While today’s consumers are more technically savvy, sophisticated and experienced, they still want the process of getting in touch with your customer service to be easy and straightforward. Customers should be able to quickly and immediately access your support team.
Don’t Be Cold
When you’re cold or indifferent, it means you don’t care about your customers. They will leave and go to your competitors. Also, don’t treat your customers as one-time transactions. Do your best to establish long-lasting and strong relationships with customers. Don’t be afraid of complaints. You cannot always satisfy all customers. Complaints are unavoidable, so you should not fear them. Treat them as a chance to learn more about your customers and a way to improve what you offer.