If you are like me, you?ve had plenty of experience with BAD customer support. Just think about the final time you?d a bad experience with a product or perhaps a service.
Perhaps the product or service did not live up to the sales pitch. Maybe the company was unresponsive for your calls or even emails. Maybe they didn?t do what they said they were going to do. Or they gave the run-around when you called to report a problem or ask a question.
If you think about it, all of these negative experiences steam down to something, a lack of customer support. And a lack of customer service usually comes from a lack of customer focus. It appears many businesses have simply misplaced sight of who they are truly in business to serve.
Rather than the old saying, ?the customer is always correct,? many companies seem nearly bothered through customers nowadays. In fact, I?ll let you within on a little secret from my earlier ad company days. We used to have a saying, ?this business would be great, if it wasn?t for the angpao customers.?
How ridiculous is that?! We wouldn?t have experienced a job if it weren?t for that clients (I am older and wiser now!). Yes, sometimes clients can be difficult, but they are the main reason we are running a business. Our job would be to serve all of them. If they are annoyed, we should encouraged the opportunity to find out why, and use that info to improve the product or service.
Indeed, sometimes you will run into a few yahoo who?s being completely unreasonable and you just have to deal with this. But frequently, client issues uncover a problem or something we can improve upon.
Therefore make it a point to really listen to your visitors. Make a commitment to treat all your customers well. In the end, giving great customer services is one of the best and least expensive marketing tools available. When a person treat your customers well, or even better, when you deliver beyond their expectations, you?ll be rewarded.
Individuals happy customers are the same clients who will happily refer you. The opposite often happens. If you disappoint a client, or even don?t deliver what you guarantee, or you simply treat all of them badly, they will likely tell everyone they know how horrible you are. In fact, those negative clients are more prone to talk about a person than your happy customers. Unfortunately, that is just the method it usually works.
The good news is, you can give great customer service. You simply have to be aware and make it a priority. Following tend to be 10 guidelines to help you offer outstanding customer service.
(One) Be accessible
Your customers should be able to get a hold of you, or even someone in your company, should they have a question or even if they need service. Supply multiple ways for your customers to get in touch with you, for example email, telephone, mail or even fax.
(Two) Respond in a timely manner
Make it your policy to return just about all phone calls or emails within 24 hours. And, if you cannot commit to that, after that determine what timeframe you can manage and let your customers understand upfront they can expect to hear back from you within that amount of time.
(Three) Listen to your clients
Often when a customer calls or creates to complain, they just want to be heard. In fact, sometimes, simply listening is you need to do. Take the time to listen to what your customers have to say before you begin responding or defending your product or service. They may simply have a point.
(Four) Treat your customers along with respect
Whether or not the customer conversely of the telephone is acting irrationally, or being rude, don?t reduce yourself to their level by reciprocating. Treat everyone with respect and you will be highly regarded in return. Plus, you never know when someone?s just having a poor day, plus they happen to be taking it out you (we?ve all tried it).
(5) Don?t argue with your customers
You can never win an argument with a customer. If you do earn, you?ve more than likely alienated the customer as well as you?ve misplaced their business. We all know the customer isn?t really always right, but rather of concentrating on what went wrong as well as defending yourself, focus on how you can solve the problem or repair the situation.
(6) Honor your obligations
If you say you will solution emails, after that answer them. Should you offer a assure, then honor it. Nothing ruins a customer relationship faster than being promised something and never getting home patio door.
I got a nice e-mail last week from a client that made me recognize just how important this is. Here?s exactly what he authored:
?Many thanks for your prompt and comprehensive reply. Your individual interest, caring and enthusiasm is obviously apparent. The majority of company proprietors invite you to respond and promise to retort personally, these people seldom achieve this ??
Indeed, it took me serious amounts of respond to his email. But I guarantee email support to all customers who purchase my 10stepmarketing Program and therefore it is important to honor that commitment. If I ever get to the stage I can no more respond due to the volume of requests or other time commitments, I will stop providing this service, not only stop responding.
(7) Do what you say
If you say you?re going to call somebody on Wednesday, call them on Tuesday. It?s as simple as which. If you want your visitors to trust and believe you, you need to follow through as well as do that which you say.
(Eight) Focus on making customer relationships, not product sales
The long-term achievement of your company rests in your ability to make long-term customer associations. If you give up relationships to create short-term sales, your company will be short-lived.
(9) Be honest
Do not exaggerate the outcomes your product or service will give you. Don?t promise things you can?t deliver just to make a sale. I see hype all around the web nowadays; everything is a quick fix or a gold bullet. It suckers people into buying the item, and then the item doesn?t provide. Think that muscle building cookbook client is ever going to help to make another purchase from that company? Not likely. Be truthful and immediate about what your products and providers can provide.
(10) Acknowledge when you create a mistake
No one?s perfect. We all make mistakes; it?s part of learning. So when you do make a mistake, don?t try to cover it up or deny this. Just admit it and if necessary, do something to make the situation correct. Your customers will appreciate it and they?ll be more likely to stay clients.
So how does your customer service measure up? Are you practicing these types of 10 actions and providing stellar customer service? If not, We challenge you to take your own service up a notch. Approach it like Ken Blanchard as well as instead of just becoming satisfied with happy customers, create ?Raving Fans? (a great small book if you haven?t read it).
Commit to placing these Ten tips into practice. Become familiar with your customers. Make all of them the focus of the business. It is one of the keys to marketing achievement and best of, it doesn?t price very much!
Source: http://www.visitthezero1hotelmontreal.com/outstanding-customer-service-within-10-simple-steps/
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