Customer service is an integral part of our job and should not be seen as an extension of it. A company's most vital asset is its customers right. Without them, we would not and could not exist in business. When you satisfy your customers, they not only help you grow by continuing to do business with you, but recommend you to friends and associates.
The practice of customer service should be as present in the shop as it is in any other sales environment & even with online customers as that's the case in my home business worldwide.
The Ten Commandments of Customer Service
1.Know who is boss. You are in business to service customer needs, and you can only do that if you know what it is your customers want. When you truly listen to your customers, they let you know what they want and how you can provide good service. Never forget that the customer pays your salary and makes your job possible.
2.Be a good listener. Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying. Listen to their words, tone of voice, body language, and most importantly, how they feel. Beware of making assumptions - thinking you intuitively know what the customer wants. Do you know what three things are most important to your customer?
Effective listening and undivided attention are particularly important on the show floor where there is a great danger of preoccupation - looking around to see to whom else we could be selling to or ya mates drop in to say hi, singing away to the loud shop music in some cases etc.
3.Identify and anticipate needs. Customers don't buy products or services. They buy good feelings and solutions to problems. Most customer needs are emotional rather than logical. The more you know your customers, the better you become at anticipating their needs. Communicate regularly so that you are aware of problems or upcoming needs.
4.Make customers feel important and appreciated. Treat them as individuals. Always use their name and find ways to compliment them, but be sincere. People value sincerity. It creates good feeling and trust. Think about ways to generate good feelings about doing business with you. Customers are very sensitive and know whether or not you really care about them. Thank them every time you get a chance.
On the show floor be sure that your body language conveys sincerity. Your words and actions should be congruent & even online or replying in emails.
5.Help customers understand your systems. Your organization may have the world's best systems for getting things done, but if customers don't understand them, they can get confused, impatient and angry. Take time to explain how your systems work and how they simplify transactions. Be careful that your systems don't reduce the human element of your organization & if you don't know then pass the customer on to another person or dept that can help them out etc.
6.Appreciate the power of "Yes". Always look for ways to help your customers. When they have a request (as long as it is reasonable) tell them that you can do it. Figure out how afterwards. Look for ways to make doing business with you easy. Always do what you say you are going to do.
7.Know how to apologize. When something goes wrong, apologize. It's easy and customers like it. The customer may not always be right, but the customer must always win. Deal with problems immediately and let customers know what you have done. Make it simple for customers to complain. Value their complaints. As much as we dislike it, it gives us an opportunity to improve. Even if customers are having a bad day, go out of your way to make them feel comfortable & smile.
8.Give more than expected. Since the future of all companies lies in keeping customers happy, think of ways to elevate yourself above the competition. Consider the following:
?What can you give customers that they cannot get elsewhere?
?What can you do to follow-up and thank people even when they don't buy?
?What can you give customers that is totally unexpected?
9.Get regular feedback. Encourage and welcome suggestions about how you could improve. There are several ways in which you can find out what customers think and feel about your services.
?Listen carefully to what they say.
?Check back regularly to see how things are going.
?Provide a method that invites constructive criticism, comments and suggestions(Survey forms).
10.Treat your team well. Team members are your internal customers and need a regular dose of appreciation. Thank them and find ways to let them know how important they are. Treat your team with respect and chances are they will have a higher regard for customers. Appreciation stems from the top. Treating customers and your team well is equally important.
There ya go guys I hope you enjoyed it as there are a lot of articles around on this subject, and if I can help you out with any of my services worldwide please select the country tab on my website below to see what's on offer as my services do vary in each country we are currently in but always adding new services over time etc & ordering is online so we have our customer service centres that take care of any issue in each country we are in. It's a great feeling to know that my personal customers are being looked after even when I'm asleep! as with oversea's customers & the time difference etc.
Cheers & catch ya later guys.
Mark Russell 'Spud'
ACN Independent Representative
My ACN rep website: http://www.cmonaussie.acnrep.com
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