Do you want to keep your customers coming back for more? Take a look at these top ten customer service tips.
If customers are your business, then providing the best possible service to keep them coming back is a priority. Great customer service is more than just about the things you say or do for them.
It’s also about finding out what your customers really want and giving it to them. Keeping this in mind, let’s get right into the top ten customer service tips to get your customers coming back for more.
1. Address Customers By Their Names
Seems blatantly obvious, but you’d be surprised by the number of times businesses deal with customers without ever once addressing customers by their names. Psychologists can attest to the fact that names have a profound impact in any social setting because people simply love hearing their names called out. Customers are no different. Instead of the usual “sir” or “madam,” address them by their names and you’ll immediately notice the difference it makes in your relationships with them.
2. Let Your Customers Know That You’re Only Human
It’s all right if you’d caused something to incur customer dissatisfaction. All it takes to rectify the situation is to admit that your company was at fault, you’re sorry about the inconvenience and you’re taking responsibility to fix the problem. It’s only when companies start covering up their mistakes and refusing to admit their faults that customers get aggravated and leave in disgust.
3. Ditch The Sales Pitch
Ever experienced a situation where you had called the customer service department for technical support only to be thrown a sales pitch? It has happened so many times that it has become a real turnoff for customers. Any upgrades or special offers should be offered during the sales process and not in your technical support voicemail.
4. Be As Visible As Possible
The hardest thing for a customer when looking for customer service support is finding out how and who to get help from, especially when a business’ contact information is not made visible enough. It’s a good idea to train customers to recognize you and know you by name, so they’ll know who’s in charge. When they need that service they’re looking for, they immediately know how and who to reach.
5. Give Customers An Experience They Can Cherish
Every customer deserves an experience they can cherish. Positive experiences act as a trigger for them to return and shop with you again. Do your best to serve, please and exceed their expectations, so that they can feel important. When customers call for support, they’re usually in a state of agitation, so use this opportunity to delight and impress them. Think about all the things that could ruin a customer’s experience and do the opposite.
6. Seek Feedback From Your Customers
Your customers could be one of your better market research tools, so ask them questions that will lead you to new ways of improving your business and serving your customers better. Remember, customers love to be treated like VIPs and seeking their opinions is one of the simplest ways of making them feel important. It’s a win-win situation for both you and your customers.
7. Keep Your Customers In The Loop
Besides updating your customers about new products or services you’re offering, inform them about changes you’ve implemented based on feedback you’ve received from customers. Give recognition to customers who had helped you improve certain aspects of your business and maybe throw in a discount or two on their next purchase.
8. Make Great Customer Service Your Company’s Culture
Customer service is usually part of every company’s policy, but really, it should be made part of every company’s culture. If you’re running your business single-handedly, then you alone will determine the standard of service your business delivers. If you have employees, then they should be entrusted with more decision-making capabilities to serve your customers in the best possible manner.
9. Build Trust By Being Transparent
Transparency with customers is essential to establishing trust with them. A trusting customer is most often a loyal one, so don’t allow room for customers to question your company’s policies or business ethics.
10. Thank Your Customer
When was the last time you mailed out a thank-you note, a letter of appreciation or just made a call to thank your customers? A simple gesture it is, but one that can mean the difference between a customer lost and a customer gained for a lifetime. Always, always find a way of letting your customers know how much they mean to your business.
Business analysts say that the money is in retaining your present customers and not winning over new ones, so hopefully these top ten customer service tips will help you add to your bottom line.
About the Author
Robert Moment is an innovative small business coach, customer service consultant and author of “Invisible Profits: The Power of Exceptional Customer Service”.