It’s easy to provide good customer service when everyone is happy and the system works the way it should. But the true measure of customer service is in how problems are handled.
Good customer service is one of the most important parts of your business. It’s essential to get repeat customers and unsatisfied customers are always fast to spread their unhappiness.
In recent weeks, two online service companies have lost my business simply by ignoring my requests for help. They won’t likely miss me… they probably won’t even realize I’m gone… but if they ignore enough customers, they’ll certainly notice a drop in business.
If you are in direct sales or network marketing businesses, customer service is really what you should be selling. Unless your company offers a truly unique product, your customers can probably buy the same or similar goods from a discount department store or even at the supermarket. So why would they buy from you? Because you offer superior customer service, personal attention, home delivery, exchanges or refunds, and shopping convenience.
1 response so far ↓
Linda Stacy // May 23, 2006 at 8:01 am
Here are a few tips for good customer service:
Make sure your customers can get in touch with you.
I would have called the two companies that are losing my business, but they don’t provide phone numbers. The only contact information available to me is an email address. I have no way of knowing if they’ve actually received my email messages, but without an alternate way of contacting them there’s nothing else I can do.
If you don’t want to provide your phone number or mailing address on your website, at least email it to your customers after they make a purchase.
The customer is always right.
That is an old saying, but always true. The problem or blame may be on the customer’s side, but you should never tell her she is to blame. If it’s a problem on his side, just provide the steps to fix it and be understanding. And, if the problem is on your side, do not be afraid to apologize and explain the problem if the situation warrants it.
That doesn’t mean you allow customers to walk all over you, but you must do what ever is feasible to keep that customer happy.
Offer a refund if the problem is too serious.
Some customers will not ask for a refund, even if it’s appropriate to the situation. Tell them yourself that you will refund them even if you have a clearly written no refund policy.
Always follow-up if you expect a problem.
Good communication is essential to good customer service. If you notice a problem don’t wait for your customer to notice too. Contact her to explain and follow-up to make sure it has been resolved.
Make your customer feel comfortable asking questions.
Answer all questions you receive promptly and politely. Even if the question has already been asked and answered or you are sure the information is on your website, take the time to provide a clear response.
Sometimes when I’m considering purchasing from a company for the first time, I ask a couple of questions just as a sort of test of customer service. A previous customer who contacts you with a request may be planning a big purchase, and their decision to go ahead may depend on how you respond.
Maintain a professional, respectful demeanor.
This is a must. If you don’t act and sound professional customers will not think you can provide professional service.
Good customer service will assure repeat customers. And there’s no more loyal customer than one who is pleased with the way you handled their problem.
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