In this series we will talk about the importance of providing outstanding Customer Service. Again, if you have not read the previous series I encourage you stop what you are doing and review the articles NOW!
Customer service is the provision of service to customers before, during and after a purchase. Have you ever shopped at a store and you could not find anyone for assistance? Did you wonder through the store looking for a particular item and could not locate it? I would confidently say 8 out of 10 stores do not offer outstanding customer service.
Furthermore, in order to offer outstanding customer service the business owners must have a well-trained staff to demonstrate outstanding customer service to every customer; regardless if they are making a purchase or inquiring about an item it is the staff responsibility to know about the product or service, if not the staff need to know where to find the product or service.
Customer service is the pivot point that will either increase the company bottom line or shutdown. If the merchant sells to the general public they should have employees that are trained and ready to demonstrate outstanding customer service.
Customers are the most precious assets to any company and without them businesses would not exist. Not only are the customers assets to a business but they add value to the business by referring friends, neighbors, family and others to your business. The following steps will help you start and organize an outstanding Customer Service training program for your business.
Steps To Provide Outstanding Customer Service
Step 1: Greet the customer with a friendly smile then a firm handshake. It is customary to greet each customer with a pleasant smile and or handshake to establish a business relationship between both parties. The initially step sets the tone to demonstrate outstanding customer service.
Step 2: Ask the customer if you can be of assistance then give them your undivided attention. Never assume you know what the customer needs or want. They came into your business for a particular service or product; therefore, they know you have the solution to their problem, which the reason they came to you verses going to your competitor.
Step 3: Answer every question accurately. The customer will know if you can or cannot help them by listening to your response. They will draw a conclusion by listening to your voice tonality, observing your body language and if you’ve been attentive to them since the greeting. Customers are keenly aware of you sincere or not.
Step 4: Explain to them how you can or cannot help them. Observe their request from all angles to find a solution. Just because someone else had a similar problem does not determine the same outcome. Going the extra mile builds trust. This will keep your company in the customer mind when they encounter another problem.
Step 5: Deliver timely results. Do not make any promises you cannot deliver. Do exactly what you agreed to provide at the specified time and price. Be mindful of any changes between both parties; however, if there are changes provide the changes in writing at least 24 hours before the deadline. This will give both parties the opportunity to clarify any misunderstanding.
Step 6: Close the deal. In business deals are always being made. Up to this point you’ve been establishing a relationship with the customer to win them over to do business with you. Now it’s time to either capture them or they will go to your competitors. Closing the deal can be challenging but so was learning to walk, run or ride a bicycle. First, recap what transpired between you and the customer. If you can recall the customers’ interest either verbally or body language this is a good indication that they are interested in your product or service and looking for you to immediately close the deal.
Until Next Time! Stay tuned to “Laying Your Business Foundation.”
These steps will help you start or revise a Customer Service training program for your business. Research and study other programs by searching the internet or visit several merchants in your locale. The topic of discussion for the next article of “Laying Your Business Foundation – Part 4: Professional Telephone Etiquette.