5 Things You Need to Get Right about Customer Service
There’s an old saying that no matter what business you’re in, you’re in the people business. Why? Your customers are people and without them, there is no business. Even if you don’t make your living dealing with the general public, customer service is still a huge priority, and here are 5 things you need to get right about it.
Timeliness. Getting the right answer when it’s needed is the heart of good customer service. Your customers are busy people, with things to do and places to be. Put yourself in your customer’s place. If you needed plumbing work done, for example, would you give the job to a plumbing company who didn’t return your call for days?
Courtesy. To be good at customer service, you need to not only be prompt, but you need to be nice about it as well. A kind word goes a long way. People will remember when they’re treated well, which leads to brand loyalty and word-of-mouth advertising— things no ad campaign, no matter how well constructed, will ever be able to buy.
Getting the answer right. Another important element is needed for great customer service. When you get an answer for your customer, you need to be correct. It does you no good to come up with an answer they don’t need or a solution that doesn’t work for them. Take the time to ask the right questions so you can best match your product and service offerings with their needs.
Generosity of spirit. Great customer service is a mindset as much as anything. You have to do more than go through the motions. You have to genuinely want to help others. Generosity of spirit will shine through in every aspect of your customer service. Survey after survey shows that when a customer believes a company truly cares about their problems, they’re more likely to come back and to recommend that company to others.
Endless patience. Not every customer is the most pleasant person to deal with, and not every interaction will be joyous. Customers can be outright rude and more demanding than a temperamental 3-year-old. It’s those occasions that separate true customer service excellence from the ordinary. Try to understand your customers and see things from their point of view. It doesn’t always mean giving them everything they want. It means finding ways to make their day better from having talked to you.
You might think that having a great product or service that everybody wants is the key to a successful business. While that may be mostly correct, it really doesn’t matter how great you are if no one wants to deal with you. If people don’t like the way you treat them, they can— and will— find someone else who appreciates them. In short, customer service is important. By getting these 5 things right, you can make it shine.