Great customer service is the top priority here at Redline, so much so that we made our slogan: Service to the max!
We understand that in order to develop strong relationships with current and future customers, their expectations and needs have to be met. Serving customers correctly is integral to any successful business and when customers are taken care of properly, they will become repeat customers and could help grow your business through great reviews.
Meeting customer expectations often comes down to consistency; checking in with your customers and making sure they are happy with not only the products but also the service they receive over the phone. Here is a list of 10 tips that will ensure great customer service every time:
- Know Your Product/Service
In order to provide invaluable help to your customers you need to know what you are selling. We mean, really know it, inside and out. It might be a good idea to think about the most commonly asked questions clients tend to ask and ensure that you have an answer for them.
If customers reach out for support, when they are dazed and confused, it is the ideal opportunity to interact and better understand their problems. Being patient and explaining to the customer what you can do to help in their situation will diffuse the problem, and will make the customer feel appreciated.
- Be Honest
Honesty and transparency with your customers proves that you truly care about their happiness and satisfaction. Even if the message you are sharing isn’t necessarily a positive one, customers will undoubtedly respect your honesty with them. Sometimes we have defective toners, but have a 100% guarantee and send out replacements at no charge to our customers.
- Train Your Staff
It is fundamental that staff is properly trained and that they all understand how to deal with customers and any problems that arise. The way employees interact with customers plays an important part in whether the customer will call back or place an order, so it is essential that they know how to problem solve or who to contact if the dilemma escalates.
- Confidence & Clear Communication
Ensure that you sound confident in your conversation whether over the phone or in person, and you’ll find that convincing customers is much easier. Additionally you’ll want to convey exactly what you mean. Customers like to know exactly what they are receiving and the price they are getting it for. In some cases prices increase, and it is always respectful to inform the customer before they place the order.
- Say Thank You
A key aspect of your customer relationship is loyalty and saying thank you. This is particularly important for telephone communication when what you say is your only form of interaction. Saying thank you can be in form of a card or even something as simple as bringing coffees with a customer’s subsequent order.
- Respond Quickly
When it comes to customer service speed is a big factor; especially when a client is requesting something that is time sensitive. No one likes to be put on hold for hours or wait days for email correspondence.
- Go That Extra Mile
Going that extra mile can really impress both new and existing customers. When a customer feels appreciated, they will likely be more satisfied with your service and this could lead to more orders in the future.
- Learn From Feedback
You might be surprised at what you can learn from customer feedback. Use surveys, feedback forms and questionnaires to find out what they think of your business, products and services. Try and make it common practice to ask customers first-hand for feedback when they are completing their orders. Don’t forget that while you don’t want to see much of it, negative feedback can be just as helpful.
- A Customer is for Life
Above all, venture to keep your customers happy and in turn they will be loyal to you. Think of the process as a long term solution as clients continue to recommend you to others.
Great customer service is an vital part of any successful business, so make sure to keep these tips in mind!