The Do’s and Don’ts of Customer Service
Here at Sapling, we strive to please our customers with exceptional performance in both our products and support. We hope to serve as a shining example of excellent customer service by following the strategies below. It is our belief that our customers are the most important asset we have and that they should not be taken for granted. For this reason, we offer our customers free technical support. We pledge to set the standard and stand by our work for all your advanced timing solutions.
In the modern business world, many of the products that firms are offering come with extra, value-added services. These services are often oriented to reflect the needs, wants and desires of the customer. The importance of offering exceptional customer service is vital to the success of virtually any business. There are several key factors to consider when providing service to clients. If these guidelines are followed with special care, they are sure to have a positive effect on any business in any industry. The bottom line is that the better the customer service, the happier the clients. Satisfied clients are more willing to pay for your services and in effect increase your company’s profits.
Adhering to the following DO’s and DON’Ts of customer service are sure to improve your company’s performance and boost your bottom line.
DO: Answer the Phones.
Any business should know that its clients do not want to be ignored. Promptly answering phone calls reduces the chances of having a disgruntled customer and increases the chances of making more sales.
DON’T: Make Promises.
Do not make any promises that are not absolutely certain you can keep. Avoid phrases such as “no problem” or “sure thing”. This way, if a situation occurs where you are not able to deliver results, the level of irritation that an unsatisfied customer may experience is reduced.
Hear out your customer and listen to what they have to say. Use this information to identify the customer’s needs and anticipate what comes next. Knowing exactly what the problem is allows you to be as helpful as possible.
DON’T: Ignore Complaints.
Remember, the customer is always number one. Make sure they feel important and appreciated by addressing their issue and providing positive feedback. If possible, present an option that will make things “right” again.
DO: Go the Extra Step.
Whenever possible, go above and beyond the expectations of the client. Offering something more than is requested makes the client feel special. Attempt to offer additional help before the client knows he or she even needs it. Keep them on their toes and take control of the situation so that they feel assured they are getting adequate assistance.
DON’T: Say No.
Telling a patron you cannot help them is just about the worst thing you can do. Even when you cannot offer direct support, try to find a way that assists them in finding whom or what can help them. Make the client feel helped even if you weren’t able to solve the issue completely.
Providing customer service means putting the client’s needs above your own. Using the guidelines above will help your business do just that. For managers, don’t forget to train your staff on a recurring basis to ensure that quality service is always being provided by your employees. Hopefully, with good practice, your business will be a leading example of quality support in your industry.