Newbornbusiness

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How to improve your company’s customer service

March 14, 2008 By: Newbornbusiness Category: Customer Service

Customer service is very important to succeed in your business, here are some techniques to improve it:

- The employees need to be trained to think out of the box, and help the customer in ways that are not quite as obvious. The employees can better help a customer if they have the skills to probe find what is the real cause that is beyond a technical response from a customer. Make sure that the employees in direct contact with a customer have a vision of their job to make sure that customer gets what he/she wants.

- Show empathy; put yourself in the customer’s shoes and feel the customer’s pain, gaining an understanding of the situation, and communicating that you understand. Some of the things that a customer service person can say to show empathy are: I can understand how you could feel that way… or Please tell me more…

- Take responsibility for creating a solution for the customer. Simple sentences you can say but will have a great effect: We will investigate this for you immediately or I will personally take care of this for you.

Creating a solution for the customer can let him/her feel that someone is in charge, that someone cares, and that someone can move to the end result that really counts.

- Treat your customer every time as though it is the first time to impress that customer. You may only have one opportunity to impress that customer. Remove communication obstacles to earn customer’s loyalty.

- When things go terribly wrong for your customer, have someone follow-up with a phone call. Solving the issues and telling your customer how to prevent similar issues in the future will make them greatly appreciate the extra time and effort your business took to assist them.

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