Have you heard the saying, “Happy wife, happy life?” Well, to translate into business terms, I’d say, “Happy customers, great business!” Yes, I know it doesn’t rhyme, but have you tried to find a rhyming word for customers?? Please let me know if you come up with one. 🙂
Happy customers are what make a great business! A vision, leadership, organization, and products/services all play a huge role in starting a business, but without customers, there would be no business. And what keeps your great business going? Happy customers who continue to come to you for your products and services!
Having been on both the receiving and providing end of customer service, I’ve determined that great customer service plays a key role in whether or not your customers will return. If you’re like me, I’m sure you’ve ended conversations with customer service representatives with either, “Wow! I’m always using this company!” or “I’m never shopping here again!” The customer service representative just won or lost a customer for that business. As much as your products are what drive your business, the customer service experience plays as important a role in the success of your business.
Image from quotesgram.com
Here are a few things that I try to do when helping a customer.
- Smile! – Build a rapport with customers, even if it’s over the phone, by providing your name and being friendly. Believe it or not, your mood comes through with the intonations of your voice, and people can “see” you smiling. Be genuine.
- Know your products, and communicate clearly. – It’s quite frustrating when a customer representative cannot answer questions you have regarding a product. Be as detailed as possible, and be clear with descriptions. If you’re not sure of an answer, let the customer know that you will find out and get back to them. With paper photo frames, customers are not always aware of the dimensions or what size frame they need for the photos. I often grab the actual frame they are inquiring about and provide exact dimensions which they find to be very helpful.
- Be patient and attentive. – Sometimes, customers have no idea what they are looking for, and they need you to guide them. Listen to their requests, and try to provide them with the guidance they need to make the right choice.
- Be assertive, but not pushy. – As mentioned above, customers often need to be directed. It’s okay to firmly suggest what they need, especially if the conversation is going in circles, and the customer isn’t sure what he or she needs.
- Close the conversation well. – Conversations with customers do not always have to end in a sale. You have ended the conversation well if the customer is satisfied with the information you’ve provided.
I am, by no means, an expert when it comes to customer service, but over the years, I’ve learned a few things about maximizing the time spent in my interactions with customers. Hopefully, I’ll be able to grow in this area and add more skills to provide the best experience possible for customers!
So keep your customers happy, and keep you business growing!
What are your thoughts on customer service? Leave a comment, and share your experiences.