The Do’s and Don’ts of Customer Service
When you own a business, whether it is an Internet business or a retail outlet, customer service is the most important part of your business. Your customers will have interaction with your customer service people more than anyone else in your business. If you provide your customers with excellent customer service, you will find that they will return time and time again.
There are several customer service guidelines that need to be followed in order to meet your customers needs.
Here are the Dos:
Provide excelling training for your customer service personnel. This is the single most important aspect to running a successful customer service department. Providing training sessions will assists your customer service personnel in dealing with any type of situation in a calm and confident manner.
Monitor your customer service personnel to ensure that quality service is given to every customer. If you see problems, fix them immediately with talking to the customer service rep and by providing them with more training.
Use customer service satisfaction surveys. Surveys will give you a better perspective on areas your customer service department needs improvement.
Make sure that your customers needs are met. When your customers leave satisfied, not only are they more likely to return, but they will tell other people about their positive experience with your company. Word of mouth advertising is the best form of advertising.
Here are the Don'ts:
Never argue with a customer. An unhappy customer will often use the customer service representative as a sounding board. It is important that your customer service personnel handle this type of situation very carefully. Arguing with a customer will not only infuriate the customer more, it can lead to negative word of mouth advertising where the unhappy customer tells other people not to do business with your company.
Customer Service Reps need to know not to bring their personal life to work. Everyone has bad days, and your customer service personnel are no different. It is important that they are trained to leave their problems at the door and greet your customers with a smile and a helpful manner.
Never justify poor service. There will always be a customer that cannot be satisfied. Poor customer service will just add to their frustration. It is important that you have the right type of personnel for customer service. Most often, the customer will ask for a manager to complain about the service they have received. It is important that your customer service representative does not try to justify him or herself, only that he or she can assist the customer to the best of their ability.
Never leave the customer hanging. Dealing with an angry customer is not an easy thing to do. Situations arise and you can see that it will take time to sort out. Even though there are other customers waiting for service, it is important that your customer service representative focuses on the customer in front of them or is on the telephone. Never ask a customer to wait or put them on hold while you assist others. This will aggravate them even more and most likely they will express their negative experience to anyone who will listen.
It takes a special kind of person to work in a customer service department. Constant monitoring of your personnel will allow you to weed out the people who are not suited for customer service.