MAY 25, 2016
A lot of company’s will suggest their customer service is exceptional and exceeds their client’s expectations but very few stand by their word or prove what they say. Customer Service is by far one of the most important aspects of a company and a determining factor of its success. It really defines the company as a whole and really lets the customer know the quality of product or service that is offered. In reality, many companies don’t follow through with their claim of excellent customer service. It’s shocking in some cases how a company can make money with such poor service. Everyone has been in this situation where you just want to talk to a “human” to potentially hand your money over for a product or service but in turn receive the run around or the long wait on hold just to get transferred again. Potential customers will always remember if their service was great or down right terrible. Taking time to courteously and effectively take care of customers show you truly care about their needs. Customers who feel respected and trust a company are more likely to become repeat customers and refer others to do business there. From my experience, one of the most important things I’ve ever learned about customer service is forming a personal bond with a customer. Get to know them. Get to know their wants and needs. Learn about their lifestyle, their family, and most importantly learn about them. Being able to sell a customer a product or service that fits their personal life will have a better impact on them and in turn bring them back to you for future needs. Provide support to your customers that is about them, not about you. It’s as simple as this, great customer service is related to client satisfaction, if your client is not satisfied, you haven’t provided good service.
Some basics in providing good customer service is being mindful of the customer’s emotions, be consistently available, be where customers can find you, and provide an overall great experience. By being mindful of your customers’ emotions and expectations, you can better understand how to handle their issues with empathy and positivity. The most important thing customers are looking for is someone who recognizes their issues, understands their distress and is immediately looking for ways to solve their problems. Because customers are usually frustrated, confused or even angry when looking for support, it’s crucial to simply be available. Some companies offer 24/7 support via phone, chat or email. If that isn’t possible, let customers know what times of day you handle support requests and how long it usually takes for a response. This way, they know what to expect. The idea of, being where your customers can find you, is to offer support where customers are looking for it. For some organizations, their customer base may prefer to ask for help on Twitter or Facebook rather than calling a service line. Lastly, providing an overall great experience starts with being friendly and empathetic making interactions with customers more positive. Consistently great service is just as important as timeliness and overall outcome, as it all feeds into the total experience. When it comes to customer service, don’t settle for good, exceed expectations.