April 19, 2012
There’s never a bad time to improve customer service, but for some reason, spring always feels like the right time. It must be that feeling of renewal. Whatever the reason, we want to offer you a few good tips on how you can elevate service for your customers.
Make a Great First Impression—First impressions count…setting the stage for the customer experience. The first impression someone has of you can be the result of a phone call, email, or a visit to your business. Make sure you are putting your best foot forward in every instance. Always introduce yourself, be friendly, and offer to help in any way you can.
Don’t Rely Solely on Email—Email is convenient, but don't hide behind it. Be willing to pick up the phone and return phone calls.
Treat Others the Way You Want to be Treated—It’s the Golden Rule…and still applies today. Be sure that you are treating customers with the same respect and courtesy that you want and expect from others.
Proactive Beats Reactive Every Time—Don’t wait for the customer to ask for help. Be proactive and approach the customer first. Proactive also means being willing to find the answer to a customer’s question when you don’t know the answer off hand.
Tone Sets the Stage—This is true whether it's a phone call or an in-person conversation. Make sure that you keep your tone in check. Don’t ever make the customer feel as if they’ve interrupted you (even though you may feel overwhelmed at the moment). Be sure to always smile. A smile goes a long way, and ensures that your tone comes across as pleasant and helpful.
Take Responsibility for Mistakes—Mistakes happen...no one is perfect. More often than not, a customer will be forgiving if you admit your mistake and offer an apology right away.
Improving customer service should always be on a business owner’s to-do list. Hopefully, this list of tips will be helpful in your efforts.
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