Customer Service
"Customers may forget what you said but they'll never forget how you made them feel." – Maya Angelou
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We are all customers, and in an ever-changing world, it's the one thing we all have in common. Yet, it's an area where businesses often fall short. Here are my top tips to help you deliver amazing customer service every time, along with some crucial don'ts.
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Don'ts
​The don'ts are just as important as the do's, and they're essentially the opposite, making them easy to implement. Always think about your own experiences and how you would like to be treated—or how you don't like to be treated!
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Ignoring Customers: Never ignore customer inquiries or complaints. Prompt responses are crucial.
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Being Rude or Impolite: Always maintain a polite and respectful tone, even if the customer is upset.
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Making Excuses: Avoid making excuses for mistakes. Take responsibility and work on resolving the issue.
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Providing Inconsistent Information: Ensure that all staff members provide consistent and accurate information.
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Overpromising and Underdelivering: Don't make promises you can't keep. It's better to underpromise and overdeliver.
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Lack of Empathy: Show empathy and understanding towards customers' concerns and issues.
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Not Listening: Actively listen to what the customer is saying without interrupting.
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Failing to Follow Up: Always follow up on customer issues to ensure they are resolved to their satisfaction.
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Being Unavailable: Make sure customers can easily reach you through various channels, such as phone, email, and social media.
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Neglecting Feedback: Don't ignore customer feedback. Use it to improve your products and services.
1
Start At The Top
Great customer service starts at the top. If you're not leading by example, you're not leading. Show your employees the way forward, especially those who interact with customers. Provide them with the tools and incentives to care about your customers and truly make a difference.
2
Reward
Reward employees who go the extra mile for customers. Keep track of their efforts and make quality customer service the norm. Rewards don't have to be monetary; you could give them an extra-long break or let them go home early. Make it easy for customers to share their positive experiences.
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Loyalty
Treat your existing and loyal customers just as you would new ones. Don't reserve all the special offers to attract new business. Once you have your customers, treat them like gold and make them feel appreciated and valued.
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Knowledge
Get to know your customers, especially in the service and retail industries. Learn their names and buying habits, and treat them like family. This approach pays off in places like cafes and coffee shops. If your establishment is dog-friendly, offer treats for their dogs, it'll be a hit with both the owners and their pets.
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Easy
Make it easy for customers to get in touch. Many people still prefer to pick up the phone and talk to a real person. Ensure your website has full contact details. This will go a long way in building trust.
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Own It
Take ownership of any issues that arise. If a customer asks to speak to a manager, let them do so. Introduce yourself and get the customer's name. Take responsibility for the issue and avoid making promises you can't keep. Listen attentively, don't interrupt, and refrain from making excuses. Customers want to be heard and treated fairly.
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Respond
Respond to enquiries quickly and efficiently, especially on social media. I've seen many instances where a customer reaches out on social media only to be told to email in—why? Use that first interaction to solve the problem and avoid making the customer jump through hoops.
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Multi-Skilled
Cross-train your staff so they can assist regardless of their job role. This is especially helpful during staff shortages and will impress your customers with quick and efficient problem-solving.
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Communicate
Communicate clearly with both your staff and customers. While your customers may not know your business inside out, you do. Use your channels to convey information effectively from top to bottom.
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Honesty
Be honest with your staff (they're also your customers) and transparent with your customers. After all, they pay your wages! It may sound cliché, but it's true—without them, you have nothing.
These are some of my top tips on how to treat your customers, along with what not to do. Implementing them isn't very difficult, but you'll need to take a close and maybe even brutal look at how you treat not only your customers but also your staff, especially those who interact with customers regularly.