Customer Service Tips

CUSTOMER SERVICE TIPS

The key to complete customer care is immediate action. Real caring comes through understanding that Customers Are Really Everything (C.A.R.E). Here are 10 tips on how to make your customers your immediate concern.

1. Answer phone calls within 2 to 3 rings.

This is a good rule of thumb, for it speaks to customers that they are important. There is no worse message to a customer than a continuous ringing unanswered phone.

2. Same-day call-backs for voice mail messages.

There is nothing more frustrating to a customer than not knowing if you forgot about them. It should be a policy that all voice mail messages are answered the same business day, even if you don't have all the answers ... 100% completed. [The same applies to] e-mail messages too!

3. Acknowledge all customers.

Whenever a customer comes face to face with you, let them know somehow that you know that they are there. Receptionists need to practice this, retail clerks almost NEVER show this respect, and restaurants have hostesses for just this reason. It is really EVERYBODY'S job.

4. Thank the customer.

Your job exists because of the customer. So thank them not just once, but sincerely and honestly as many times as you can. This includes sending a thank you card.

5. Knowledge is power.

Share your knowledge with the customer. Don't make the customer have to ask all the questions, you know all the answers, so share them. An informed customer is a happy customer.

6. Save your customer's time.

Our most precious commodity is time; so whenever you can, save a customer even five minutes. Take the opportunity. This applies to line-ups at banks, grocery stores, and even holding on the telephone.

7. Ask the customer if you can place them on hold.

Most call takers either do not ask or do not wait for a response to this question. To show respect, remember, some callers do not have to hold if they do not wish to; so wait for their response before clicking to the next line.

8. Complain about poor customer service.

Most people will not take the opportunity to correct poor service. In providing constructive feedback to the service provider, the customer allows the company the opportunity to see the interaction through [the customer's] eyes.

9. Companies should welcome complaints.

As a free consulting service, this is an excellent way for any company to correct poor service for future customers. Complaints are always a good thing and should be encouraged. Consequently, so should praise!

10. The customer is always right.

Whoever coined this phrase is 100% correct, because even if the customer is wrong, they are ALWAYS the customer. Treat customers with respect and how THEY want to be treated (not how you want to be treated) and they will return again and again.