Customer service is an integral part of our job and should not be seen as an external extension of it. A company’s most vital asset is its customers. 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 they will also recommend you to friends and associates. The practice of customer service should be as present on the showroom floor as it is in any other sales functions and pertinent in the overall company environment.
The 10 commandments of customer service
- 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, the tone of voice, body language, and most importantly, how they feel.
- 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.
- Make Customers Feel Important and Appreciated: Treat them as individuals. Always use their name and find ways to compliment them, but be sincere. Customers are very sensitive and know whether or not you really care about them. Thank them every time you get a chance.
- Body Language Is Key: Be sure that your body language conveys sincerity. Your words and actions should be congruent.
- Understanding Is Crucial: 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.
- Appreciate the Power of “Yes“: Always look for ways to help your customers. Look for ways to make doing business with you easy. Always do what you say you are going to do.
- 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.
- Give More Than Expected: 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?
- 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.
- Treat Employees Well: Employees 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 employees with respect and chances are they will have a higher regard for customers.
Credit: the balance