In a good customer service system, all customer needs are taken care of immediately and enthusiastically. There are several components that are important in building good customer service, including clear communication, effective policies, good staff training, and creative problem solving techniques. On the other hand, customers who are not happy with your service will talk to 8-10 of their friends and acquaintances about their bad experience at your place. You need to make sure that any rumors about your company are positive. Building good customer service is not easy, but it can increase customer satisfaction and loyalty, which are two keys to business success.
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Part 1 of 6: Designing a Enjoyable Experience for Consumers
Step 1. Satisfy customers from the start
Many people think that customer service is all about handling complaints. In fact, what's more important is that your customers are satisfied from the start and don't come complaining. This is easier than trying to please a dissatisfied customer. In designing your customer service, focus on preventing customer dissatisfaction from the start.
Step 2. Define your ideal customer
It can be very difficult and time consuming to design unique customer service for each individual customer. Think of the ideal and typical customer for your business. Design your policy with this ideal customer in mind. Ask:
- What product or service would my ideal customer buy?
- How quickly does my ideal customer need my product or service?
- What kind of technical services does my ideal customer need?
- What is the purpose of my ideal customer transacting with me?
- How can I help my customers achieve that goal?
Step 3. Deliver more than the customer expects
Instead of just providing the bare minimum, make your customers happy by providing them with their needs plus a little extra. Your customers will be impressed and they will be more loyal to your business. You'll also get a good reputation and the opportunity to solve other problems before they become big ones.
For example, if your ideal customer needs a service within 10 hours, provide that service within 8 hours
Step 4. Design your business space with the customer in mind
Your office or shop should be a comfortable, clean and pleasant environment for your customers. Your office must also be designed in a way that makes sense, is logical, and is easy for your customers to find. Pay attention to things like:
- Customer-only parking.
- Accessibility for disabled and injured customers.
- Effective markers to point the way for customers.
- Placement of directories, informative brochures, and store maps at key locations such as entrances and stairs.
- Helpful staff near the entrance to direct customers as needed.
Step 5. Give customers individual attention to make them feel special
Customers love individual attention. Establish your customer service philosophy: serve customers like people and not as numbers. Customers love it when you:
- Introduce yourself by name.
- Ask for the customer's name.
- Take the time to listen to their needs.
- Helping their complaints and not responding with generic, memorized answers.
Step 6. Recheck customer service at your office
Suppose you are a customer or client of the company. Then, test your office's customer service to determine if there are any improvements you can make. There are several ways to test this service:
- Call the office. Make sure your office phone system is easy to use.
- Send us an email (electronic mail) to test. Watch how long it takes you to get an answer.
- Walk in the shop. Make sure your items are clearly labeled, logically organized, and provided as much as possible so consumers can find what they need.
- Use your company's live chat feature. Find out how quickly your complaint is resolved.
Step 7. Provide self-service options for your customers
Examples of self-service options are in-store self-paying queues, online forums for problem solving, and automated services that can help satisfy your customers. Customers generally like this self-service option because it can be used at any time, including outside business hours. Customers will really like the self-service option that goes well and logically.
However, many customers also dislike self-service options that are unclear or don't work well. Make sure your self-service options are working properly and clearly. You can also place an employee near this option to help immediately if there is a problem
Step 8. Know your business peak hours
Find out when your business is busy and low on customers. Make sure there is sufficient customer service when your business is crowded with customers. These peak hours are different for each business. It can be during school/work holidays, during lunch hours, in the afternoon, or on weekends. Your customers will be happy if you have sufficient and competent staff to handle peak hours.
Step 9. Make sure your prices are competitive and consistent with customer expectations
Ensure that the prices of your goods and services are fair and in line with competitors' prices. Provide reasonable rebates, discounts on customer loyalty, and clearances to make your customers feel valued for their loyalty. Always display the price of your goods/services clearly so that customers do not have trouble.
- Remember that people associate price with quality. If your ideal customer earns a lot of money and is looking for convenience, of course the price doesn't matter much and you can raise the price a bit.
- Make sure the price you give does not make you lose yourself. Don't let your business go bankrupt in pursuit of customer satisfaction.
Part 2 of 6: Training Your Customer Service Team
Step 1. Develop performance metrics to measure customer service quality
These metrics that your staff will follow need to be created because you can't manage anything if you don't have the right measurements. What does good customer service look like in your company? Are there repeat visits? Average service time? Number of items per bill? Fast complaint response time? Fast troubleshooting time? Once you have created this list and defined how you will check the relevant metrics, explain them to your staff.
If one of your metrics is number of items per bill, you can check how much your customers are spending each week. You can calculate the average number of items per bill, then look for ways to increase that number. For example, you can train your staff on all of your products so they can invite customers to add some more. Or maybe the shelves don't restock fast enough, so buyers fail to find the items they want. Maybe you need to hire a few new employees to speed up shelf replenishment, or prioritize filling shelves right before rush hour
Step 2. Create policies that facilitate good treatment of customers
You must provide clear guidance to customer service employees and other employees on the best way to please customers. This includes, for example, greeting customers when they enter the store, procedures for dealing with dissatisfied customers, or guidelines for how long a customer is asked to wait on the phone. Ensure that all procedures are clearly written for your employees and can be implemented. You can also provide this guide in the form of a booklet so they can remember your business' customer service policies.
Step 3. Realize that there may be cultural differences between you and your customers
Your customers may have different thoughts and ideas from yours because of their different cultural backgrounds. Train your staff to deal with people from different cultural backgrounds to reduce the chance of miscommunication due to cultural differences.
Step 4. Keep your promise
Never break a promise to a customer. Promise what you can promise, then deliver the service.
For example, don't promise a customer a refund unless you're absolutely sure you can do it. Don't say that a customer gets a 30% discount when he or she can only get a 15% discount
Step 5. Give your customer service employees some wiggle room
Effective company policies are necessary to keep your customers happy, but you also have to trust your employees. There are situations that are not listed in company policy, and in such situations a decision must be made as soon as possible. Give your employees some wiggle room when they are faced with customer complaints or unexpected situations.
- For example, let's say your customer service employee gives you three extra coupons even though it's company policy to only give one coupon. Avoid scolding your employee and trust that his judgment is right and he resolves the issue quickly.
- At the same time, you need to train your employees so they know how much wiggle room they have in resolving a complaint and when they should present a case to their supervisor. You can help your employees with written rules and policies.
Step 6. Reward employees who are truly committed to serving customers
If you reward good customer service, they will understand how important customer service is to your business. Create a monthly award in your office for the best performing customer service employee. You can also give bonuses to the customer service team to increase customer loyalty.
If you create the right metrics from the start, you'll be able to use measurable results to reward your employees. If you have a comment card or customer satisfaction survey, you can reward the employee who scores the highest. Or, if for example you measure how quickly a customer problem is resolved, you can reward the employee with the quickest and most accurate turnaround time
Step 7. Train your staff to communicate effectively
Tell your employees that good posture, clear voice, friendly demeanor and a professional appearance are all important to creating good customer service. When communicating with customers, first impressions are very important. Ask your staff to speak clearly and slowly if the communication is over the phone.
Step 8. Conduct customer service training
There are several methods you can use to train your staff in customer service skills. For example, you can practice by role-playing, hiring a professional trainer, holding a workshop, or having your employees complete a training module on the internet. Your employees will learn many ways to make customers feel valued in a two-hour workshop.
Part 3 of 6: Communicating with Customers
Step 1. Follow good telephone etiquette
Included in this telephone etiquette are response speed, clarity, and enthusiasm to meet customer needs. Your customer should feel valued even if he or she is in another city or country. Some aspects of telephone etiquette that are important to follow are:
- If possible, pick up the phone in three calls.
- Greet the phone in a friendly manner.
- Speak slowly and clearly in an appropriate volume.
- Introduce your name and division to customers.
- Ask what the customer can help with.
- Give help immediately. This means switching the phone to someone else who is more competent, starting the refund process, or answering questions about how to use a product.
- Explain what steps are taken to meet customer needs.
- Be honest about what you can do for the customer. If you can't answer their question right away, take the time to call them back when you have the answer.
Step 2. Avoid negative statements
Customers don't like being said "no" or "never". Avoid negative statements; use positive statements to show your desire to help customers. Be honest, but emphasize that you are proactive in customer service.
- Instead of saying, "I don't know the answer," say "Wait a minute, I'll find someone who can answer this question. Can I call you back in a minute?"
- Instead of saying, "This is not my job," say: "May I transfer you to the appropriate department? They can help you more deeply."
- Instead of saying, "This company won't agree," say "Our company is committed to pleasing customers. I need to talk to my supervisor first about the next options you can take."
Step 3. Provide the option to call back instead of asking the customer to wait a long time
Customers don't like being told to wait on the phone for hours. When the incoming telephone line is very busy, ask to reschedule the call as soon as possible. Your customer service employee can call back the customer at a set time. That way, your customers won't be frustrated and can move on with their other business.
Step 4. Reply customer inquiries within 10 hours
Response time is one of the key components of customer satisfaction (or dissatisfaction). Make sure you answer any complaint or question within 10 hours.
Part 4 of 6: Optimizing Your Company's Internet Presence
Step 1. Make a list of "Frequently Asked Questions" on your site
This list is widely known as the FAQ section, which stands for the English translation of the above phrase, Frequently Asked Questions. Customers usually prefer that they have internet resources that can help them. This will also free up your phone number and business email inbox from unnecessary questions. You and your customers will save time with a well-organized and clear FAQ section. Your site's FAQ can contain anything from the origins of your business to specific technical issues regarding the products you sell. Write clear, concise, concise and free FAQs from difficult words. The Frequently Asked Questions you choose will depend on the type of business you are in. Below are examples of some frequently asked questions:
- What identification card do I need to bring to buy this product?
- What is the difference between regular and premium plans?
- Can I buy?
- How to operate this software on my computer?
Step 2. Equalize online (online, online) and offline (offline, offline) experiences
Make sure your online presence is as well organized as your physical store. All important information that you will convey in large letters on your store, also needs to be conveyed in large letters on your site. Store hours of operation, contact information, address and other details need to be accurately conveyed on your internet site. Make sure there is no difference between what you say offline or over the phone and what you say online.
Step 3. Provide multichannel customer service
Provide customer service channels via the internet, offline channels, Facebook and Twitter. The more channels you use, the easier it will be for your customers to get answers to their questions. Assign several customer service employees to monitor social media and provide solutions to questions or complaints from customers.
If you have the capital, you can also set up a technical support forum on the internet. In this way, users of your product can help each other and you will also get feedback to improve your service
Step 4. Provide a chat option (live chat) over the internet
If possible, provide a system where a customer can communicate with an employee via live chat on the internet. This can save customers time and your time because you no longer need to use email and phone. Your customers will appreciate your online move.
Part 5 of 6: Answering Customer Complaints
Step 1. Remember that complaints are useful
Don't think of complaints as distractions. Your business can learn a lot from the complaints it receives. You can find out the things that annoy customers. Tell yourself that a complaint is a form of free feedback for your business; You too can solve those problems and learn from them.
Step 2. Communicate the settlement procedure clearly to the customer
Do not hide this information in lower case. Explain to your customers clearly and simply what must be done to solve a problem with your service/product. You should also make sure that the procedure is simple. Don't try to complicate the return of goods by your customers with a convoluted process. They probably won't even come back to your shop.
Step 3. Use active listening techniques
Listen to your customers actively and carefully. You can use active listening techniques. Paraphrase their problem to show that you understand, maintain eye contact, nod your head at the appropriate time, avoid difficult language or show hesitation. The questions you ask should focus on important information and not "trap" or corner the customer.
Step 4. Acknowledge the customer's difficulties
A dissatisfied customer wants to feel helped by your company. You should apologize and explain that you understand the predicament he is going through. This is an effective technique for reducing anger. In addition, you have also started the troubleshooting process. Say to the customer:
- "I understand your disadvantage/difficulty."
- "I'm sorry that our employees made it difficult for you."
- "I understand your anger. I'll try to fix this."
Step 5. Give the customer choices
If a problem arises, provide the customer with a solution option. If you give the customer a choice of solutions and let the customer choose, he will feel that the situation is back under control. For example, say:
- "So sorry for the dirty t-shirt you received. We can send you a new one or give you a refund."
- "We're sorry that our technician didn't show up. You can receive a 20% discount on our services, or upgrade to a premium plan at no extra cost."
Step 6. Solve the problem quickly
Whatever the case, all customer questions and complaints should be resolved as soon as possible. Whether it's a return, a discount on a future purchase, an appointment, or a formal apology from a manager, whatever it takes, you need to resolve complaints quickly.
Step 7. Say thank you
Thank customers who have used your products and services. You can say this in person, with a thank you sign placed in the store, or with a thank you email that you personally send to customers. Thank you for your customers. Without them, your business will not thrive.
Part 6 of 6: Getting Feedback from Customers
Step 1. Create a customer satisfaction survey
Many entrepreneurs are overconfident in their company's ability to provide good customer service. Be honest with yourself about how happy your customers are with the products and services you offer. Customer satisfaction surveys can objectively show how good your company's customer service is.
You can increase participation by rewarding customers who fill out surveys. For example, you can enter that customer in a sweepstakes or give away a certain coupon
Step 2. Keep the survey short
Do not include more than 10-15 questions in a customer satisfaction survey. This survey should be comprehensive but not too difficult for the customer. Commonly asked customer satisfaction survey questions are:
- "Are you planning to use our services again next year? Include your reasons as well."
- "Did our employees help you? Include your comments."
- "Is our site easy to browse? Please rate our site's ease of operation, from 1 to 10, with 1 being "not easy at all" and 10 being "very easy"."
Step 3. Ask what you can do to improve customer service in the future
Use your customers as a source of information and new techniques to solve problems. You can also learn about customer service from your competitors. You can also determine what policies are in place and what still need improvement.
Step 4. Ask customers what they think about your competition
Perhaps your rival has a more effective customer service policy than yours. You need to know this fact so that your company can improve itself. Also include questions about your competitors in your customer satisfaction survey.
Step 5. Convey the importance of this survey to the customer
Customers love to feel heard. They will feel they have some control over your business. However, you also need to prioritize their role in this survey. Let them know that their opinion helps to improve the service of your business in the future. Thank your customers for helping them address their needs effectively.
Tips
- Good communication is the key to good customer service. Whatever format you use, be it face-to-face, over the phone or the internet, you need to communicate politely and clearly with your customers.
- Simple and clear policies can prevent small problems from turning into big problems. Make sure the policy is clearly written in your physical shop/office and internet shop.
- Thank your customer service team for their work. Provide clear policies, work well, and train them. Trust their judgment and expertise in providing whatever the customer needs.
