Customer Service Tip #3. Give trust to gain trust
You should always look upon your clients as your equals, placing trust in everything they say and encourage them to give you more details about their issues. Customers come to you because they need help, and you are there to help them. Never leave customers with the impression that they were wrong about you or your company. This is a sure-fire way to get them angry and send them away from you. Instead, listen closely to what they have to say and always look for a possible solution.
Trust is the base keyword in any business relationship. If you want your clients to look upon you as a trustworthy and reliable person, then you have to trust them as well. To accomplish this, make sure to always be truthful with them. If there’s a better deal elsewhere, don’t deny it. If there’s a way for them to save money within your company, let them have it, even if your commision takes a little hit. Trust them with this potentially “damaging” information, and they’ll trust you with their business. A customer who spends a lot of money at your establishment is great and all, but remember this–a returning one will always be more valuable.What to remember: Trust customers with your loyalty, and they’ll return the favor.
Customer Service #4. Taking ownership of a situation is a big deal
There will always be two big reasons why customers come to you: (1) To express a concern and (2) find a solution. There will be times when situations will feel out of your reach–but that doesn’t mean you shouldn’t go out of your way to provide assistance. Even if problems are out of your “pay grade” (ooh, those words again!), get help from a co-worker or a supervisor, but don’t abandon your customer. Be there every step of the way, own the situation, take charge of your customer’s issues and they’ll repay you with trust and loyalty. Managers will also approve–”ownership” is directly related to “leadership,” a quality that can only help you in any given customer service situation.
Keep this in mind, though: when it comes to taking ownership of a situation, you should always think twice about what you have to say. Remember that you are acting on behalf of your company, and how you communicate is extremely important. Say the wrong thing, and it may even cost you a job. You are in your position to listen to the customers; this should occupy most of your time. Don’t let the power of “ownership” blindside you into thinking that you always know what’s “best” for them.What to remember: Don’t let tough situations break you down into submission. It’s cool to get help if you need it, but never give up on your customers.
Customer Service Tip #5. Serve the needs of your customers
If you only get one thing out of these customer service tips, then get this one: serve the needs of your customer. What a concept, right? Sounds simple enough, but it’s the one thing that you’re supposed to do, and sometimes it’s the obvious stuff that slips through the cracks.
The needs of your customers are always going to be varied, but as long as you get to the root of the issue, you shouldn’t have a problem. Unfortunately, that’s often the hardest part to all of this. Why? Because 87% of the time, the customer doesn’t even know what their real problem is. Okay, that’s a made up statistic, but the point still stands. Customers will come to you for a varying degree of reasons. Sometimes (or more often than not, if you prefer), there’s an underlying issue that they’re unaware of. For example, if they come to you with a billing dispute, there’s a chance that they aren’t fully understanding how your company’s services work. Serve their needs–explain the services, help them find a better “plan” if that’s how things work in your neck of the woods. If they’re in the market to buy something that your company provides, make sure it’s something that’s really going to help them. If there’s a product that better serves their–you got this–needs, make sure you bring it up. What to remember: Get to the root of the issue, figure out what your customers truly need, and give that to them. It may not always be what they initially wanted, but they’ll be grateful for your insight.