We all have been on the receiving end of customer service. We feel good about companies when we receive good customer service and are more likely to give them our business. Think about what has impressed you about customer service. These are keys to making customers happy.
Customers often seek assistance, whether it’s with a product, a service, or a general inquiry. Listen carefully and make sure you understand what they really want. Say something like this: “Tell me your concern, and I’ll do my best to offer a solution.”
We all like to feel we have some input in the service or product that we want. So, tell your customers, “We appreciate your input. We welcome feedback about your experience.”
If at all possible, give a quick resolution. Customers are impressed with speed.
Be well informed about your services and products. Customers like receiving knowledgeable and correct answers from only one person. Being passed from person to person is annoying.
Give your customer your full attention. Make eye contact if you are in person and refrain from multi-tasking like answering the phone while they are standing there. If the customer calls on the phone give an immediate answer or offer to call back when you have the answer. If you must put a caller on hold, check in every few seconds. No one wants to feel like they have been forgotten.
Treat your customers with empathy. Imagine how you would feel if you had the same problem as them. Never tell someone, “I understand how you feel” because you can’t see inside another person’s mind. However, it can be useful to say, “I can understand why you are upset. I will try to help you.” Unfortunately, some upset customers may yell at you and say rude things. If this happens, don’t argue. It is okay to walk away or hang up on a rude customer.
