Customer service is a series of activities designed to enhance the level of customer satisfaction – that Is, the feeling that a product or service has met the customer expectation. Good customer service Is the lifeblood of any business. You can offer promotions and slash prices to bring In as many new customers as you want, but unless you can get some of those customers to come back, your business wont be profitable for long. Good customer service is all about bringing customers back.
And about sending them away happy – happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and In their turn become repeat customers. Excellent customer service begins at the Minimal greeting, whether that’s In person, on the phone, or Vela email. In all of these situations, using good people skills will Increase the chances for a positive first impression. For example, saying hello with a smile to a customer who just walked in the door will invite that person in and make them feel welcome.
On the other hand, when an employee doesn’t acknowledge the client, or makes them feel like an inconvenience, that customer immediately feels slighted. That negative feeling doesn’t get the customer In a buying mood, and it will most likely turn them away room ever coming back to that particular store. Why good customer service Is important: Customer service is important because customer service does more than simply provide a means to drive sales. It is also said that when companies have a commitment to a customer service this raises the bar of competition.
When competition Is tough, customer service can be your trump card. Excellent customer service means positive customer experiences, Increased customer loyalty and ultimately, business growth. It also leads to higher levels of employee work satisfaction, improved internal dynamics and an overall healthier work environment. Wrong way to deal with the impatient customers: Taking their attitude personally, Chances are, you aren’t the person who caused the problem. Failing to allow the customer to vent and Ignoring the emotional When a customer encounters a problem, an emotional reaction invariably occurs.
The degree Focusing only on the technical, Too many IT analysts focus only on the technical nature of the problem. That is, they focus only on getting the application to work or making the network connection faster or getting the printer to print. However, while customers do want the technical problems resolved, they also want an acknowledgement that the problem did occur and that they were inconvenienced by it. If you focus only on the technical problem while failing to recognize and mention the inconvenience to your customers, chances are they’ll remain dissatisfied even after you resolve the technical problem.
Telling customers to calm down, None of us would try to douse a fire by putting gasoline on it. When we tell a customer to “calm down,” though, that’s exactly what we’re doing. The customer will not calm down. In fact, the customer will angrily deny being angry and become even more angry at your suggestion. Correct ways to responds an angry Customer: Assume that the Customer has a Right to be Angry, Nobody makes mistakes on purpose, but they do happen. Listen to Emotion without Emotion, Listen to the inflections and emphasis that the customer places on specific topics to identify the emotional catalyst.
Listen to the emotion as well as the words. This will help you to identify the specific item or items that need primary attention. Be Patient and Speak Softly, If you encounter a loud and abusive customer, respond by speaking softly and with a very steady tone. If you try to shout over the customer or interrupt, then the customer will concentrate on the verbal battle for attention and will not pay attention to the importance of your message. Own the Problem, It does not matter who created the problem or what transpired before the customer got to you.
Tell the customer that you own the problem and will apply your personal effort to achieve results. Follow Up, when possible, follow-up with the customer after sufficient time has elapsed to demonstrate that the corrective action has been effective. Needs Assessment: There are three areas in needs Assessment, the first is Organizational Analysis, this is mention What employees should do when they face the exacting customers. The next one is Person Analysis which kind of people need training , of course, the people will be the staffs who work in customer service department.
The alas one is task Analysis, which skill the employee should improve, that is, communication and knowledge skill of the employees. The CHAMPS Attitudes: For each CHAMPS Standard, the YES! Attitude is expressed in a different way. Try to display these Customer Mania attitudes at all times: Cleanliness- Committed to cleanliness. Hospitality- Friendly and warm, Enthusiastic and knowledgeable about our products, ND Sensitive to needs. Accuracy- Dedicated to detail. Maintenance- Responsible for the atmosphere. Product Quality- Proud of products we prepare and deliver hot (food).
Speed with service- Sensitive to pace, Committed to speed with service on time, every time. Employee Uniform: provide the proper dressing, and be clean. It is showing the first version for the company and respect. Here is some graph below showing how employee with well uniform dress: Proper and clean uniform, Bad dressing uniform is bad vision of company Moments of truth: Greeting Always make eye contact with the customer the first second they come in. Even if you are with another customer or on the phone, make eye contact and acknowledge that they are there immediately.
A simple gesture tells the new person that you see them and will be right with them. First impression is very important. Make the customer feel welcome. Trainees have to appeared genuinely friendly and keen to help. Smile Always have a big happy smile on the face, and in your voice, so it makes customers feel more comfortable. Never give bad faces or do to over. Listening Give the customer time to finish ordering, don’t interrupt. Repeat the customer’s concerns to ensure understanding. Acknowledge the customer’s feelings.
Understanding the customer’s emotional status and understanding how you can not only provide a good service, but one that creates an emotional connection with their personal circumstances is critical, so consider engaging a group of your customers in helping you shape what you do to meet and exceed customer expectations in these challenges circumstances. Satisfy Offer an additional side item or a future credit. Make the customer happy, and they will come back next time. Feedback: Feel good factor: One of the most important aspects of a customer service key performance indicator s that of what is often referred to as the “Feel Good Factor. Basically the goal is to not only help the customer have a good experience, but to offer them an experience that exceeds their expectations. Several key points are listed as follows: Know your product Know what products/service you are offering back to front. In other words, be an information expert. It is okay to say “l don’t know,” but it should always be followed up by “but let me find out” or possibly “but my friend knows! ” Whatever the situation may be, make sure that you don’t leave your customer with an unanswered question.
Body Language/Communication Most of the communication that we relay to others is done through body language. If we have a negative body language when we interact with others, it shows that we don’t care. Two of the most important aspects of positive body language are smiling and eye contact. Make sure to look your customers in the eye. It shows that we are listening to them and hearing what they are saying. And of course smiling is more inviting than a blank look or frown. Nothing surprises your customer more than an employee going the extra mile to help them.
Always look for ways to go above and beyond the expectations of your customer. In doing so, it helps them to know that you care and it will leave them with a “Feel Good Factor” that we are searching for. Conclusion: In general, customer service is the provision of service to customers before, during, and after a purchase. It is very important to have our employee to know how to provide a good customer service. Communication, body language, greeting, smile, listening, and satisfy are the main sources to make a good customer service.
If a company provide a best customer service and make the customers satisfy, then that ill be a success of customer service. The result may bring the following goods to the company: Higher visitor numbers and greater customer diversity Increased sales Increasing public image Survival in terms of competition Satisfied customers and greater Job satisfaction for staff Repeat business and customer loyalty Providing good customer service is essential for customer retention and spreading the good word on our facility. It’s important to ensure that employees give meaningful service to the customers in order to show that our value their patronage.
