Regardless of the type of contact that you have with customers, whether it is over the phone, face-to-face, in a restaurant or shop, or in an office good customer service skills help everybody.
Here are some tips that will help you create a wow experience for your customers, so that they come back to you time and again, and they recommend you to their family and friends:
- Smiles are contagious – usually when you smile at somebody they’ll smile back at you. Do not pretend to smile, or produce a false smile since these are easy to spot and send the wrong messages. If you are talking to somebody on the telephone then you can still smile – your voice sounds different when you smile and are happy.
- By not listening you can become very frustrating to the customer. Listen to the customer’s needs, empathize and find the best solutions. The ability to really listen to customers is so crucial for providing great service for a number of reasons.
- Positive language is a great way to avoid accidental conflicts sprung from miscommunication. While the change is subtle, the effects are drastic.
- If you don’t know the answer to a question then say so, never lie or make up an answer; if possible find somebody who does know the answer. Don’t be afraid to ask the customer/client questions that will give you a better understanding of their needs
- You won’t always be able to see customers face-to-face. That doesn’t exempt you from understanding some basic principles of behavioral psychology and being able to “read” the customer’s current emotional state. This is an important part of the personalization process as well, because it takes knowing your customers to create a personal experience for them.
- Only ever offer a customer or client something that you are sure you can give them.
- Stick to deadlines, make sure you turn up promptly for any appointments and never make promises you cannot keep. If situations change then let the customer know as soon as possible.
- Be helpful, be courteous and polite – give a little extra if possible, even if it is just some advice or extra information about the product or service they are buying or interested in buying.
- If appropriate, and you need to be careful here, try telling a joke or introducing an element of humor; if successful you will add to the positive experience of the customer service.
- There is just no substitute for knowing your customers. The right support tools make it easy. You’d be surprised at the number of meaningful conversations you can have when you no longer have to stumble around in the dark.
A happy, satisfied customer is likely to return and/or tell others about the good experiences that they had when dealing with you or your company – word of mouth recommendations from friends and colleagues are very valuable.