What Does Good Customer Service Look Like?
Customer service is often the dividing line between what makes a company work and what doesn’t. But what exactly is good customer service? Consider your interactions with employees at hotels or restaurants. When we have a bad experience at these establishments, it’s unlikely we will frequent them again. You never want to lose customers based on your customer service, so build teams that are ready to serve your customers and provide an experience that will keep them coming back. Below, we have some basic elements of customer service you should consider when you build your team.
Creative problem solving
The most important aspect of customer service is your ability to solve problems. When an issue arises, your team needs to be able to bend over backwards to find a solution. There will be some problems where it seems as if there are no easy answers, so you want your team to be able to get creative to find the solutions that aren’t so obvious. If your customer service representatives can find good, creative solutions to your customer’s problems, this will only fortify your customer’s loyalty to you.
Every customer is important
Every customer has value, and your customer service needs to show that. If an issue arises, you need to have protocols in place to address these issues. When there are no protocols, or your customer service reps don’t know them, it looks as if you are valuing money over the customer. Your customers are the reason your business operates and letting them know you appreciate their patronage will add an excellent little personal touch.
Hire motivated people
Your customer service is only as good as your customer service representatives. Literally. Without a motivated staff, it’s going to be difficult to maintain those excellent relationships you have built with your customers for so long. If your staff enjoys what they do, your customers will be able to hear it in their interactions and will, in turn, have a more pleasant experience.
Customer service complements sales
Once you prove to your customers that you are willing to go the extra mile, it will likely create more opportunities to sell later on. The truth is, when you provide a good experience for people, they will want to come back. There’s a much greater chance that these customers will return and make even more purchases with you in the future if they already have a good report with you.