Preferred Transfers understands the importance of quality customer service. That is why this article on customer service is featured here on our blog!
Having great customer service is a huge key to growing a successful business. The following advice should lead you in the right direction.
Customer service problems can be fixed in two different ways. The first solution would be to make the customer happy and move forward with the day. Except, there is another step that should be taken. It’s beneficial to take into account the reason behind the problem from the beginning. It’s good to understand why the problem arose in the first place. You need to consider how to prevent it from happening again. Awareness of consistent problems, and implanting strategies to prevent them from happening again will make your customers happier and improve business overall.
Treat your customers like human beings. This requires you to treat each customer with respect, and be there to help assist them with their needs. Go over and beyond what any other business would do to gain your customers loyalty. If there's a real problem, and you can do just a little more to make a customer's day, he or she is going to remember it. You'll get a lot more repeat business and word of mouth advertising if you over deliver. By utilizing this advice your customers are sure to come back to do business again, and even better, provide word of mouth advertising.
Don’t avoid taking responsibility for your mistakes. The right thing to do if you are at fault, is to quickly admit it. Don’t blame the customer, or other co-workers for your mistakes and expect for the problem to be resolved. Problems that arise from an honest mistake can quickly be diffused by a simple statement of apology, admission to the error, and assurance that it will be fixed. Your customer will see you a lot differently if you don't make excuses.
Don't take it personally! This can be one of the hardest things to remember because the customer is expressing their frustrations at you. The customer is not angry with you as a person but rather is sharing their frustrations in hopes that you will help them solve their problems.
Listen to what your customers have to say. Be careful not to jump to conclusions as to what they want. Your customer may have some crucial things to say or explain, so if they are talking to you, listen carefully.
Make sure you are aware of what you are promising your customers. Your intentions most likely good, but offering a customer something you can’t deliver is asking for problems. Always know what your limits are, and don’t let customers talk you into something you can’t do.
Allow the customer to feel like a priority. Avoid getting distracted by other tasks. Take the time and energy to let them know you are paying attention.Customers will see that you are keeping them a priority and will appreciate you for it.
Don’t delay in solving problems. No one likes to face an upset customer, but the sooner their problem gets addressed the happier they will be to see that you are proactive in getting the issue resolved.
Follow up with your customers. Call after a problem's been dealt with, or after a customer has received a particularly big order, to find out how things went.
Written by: Preferred Transfers Customer Service Department
