In today’s environment with instant communication, standing out requires an above-average commitment. Customer service efforts done right can produce endless relationships. All departments within our organization must work together to deliver the same amazing service to our customers to keep them coming back. When we provide outstanding customer service, customers walk away knowing they made a wise investment in a company who invested in them. Our online customer service ratings are a result of everyone’s daily contributions to ensure top-notch customer service.
Here are a few tips that can help us all continue delivering outstanding customer service:
- Be a Good Listener: Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying. Effective listening and undivided attention demonstrates to customers that you care.
- Do what you say you are going to do: Keeping promises helps build trust, integrity, respect, reliability and self-worth. Try to set expectations that we can achieve and then try to beat them at a minimum.
- Identify and Anticipate Needs: Customers don’t buy products or services. They buy good feelings and solutions to problems. The more you know your customers, the better you become at anticipating their needs. Communicate regularly so that you are aware of problems or upcoming needs. Companies that break records and beat quota over and over understand what their customers want today and anticipate what their customers will want tomorrow.
“The goal as a company is to have customer service that is not just the best, but legendary.” ~Sam Walton
- Make Customers Feel Important and Appreciated: Be honest, provide a consultative approach to providing information and allow for the customer’s best interest to be your best interest. People value sincerity. Think about ways to generate good feelings about doing business with you. Remember to thank customers often. Everyone has a choice and customers are choosing to do business with us.
- Understanding Is Crucial: Take time to explain the process in how things will get done. Allow customers to ask questions to make sure they understand and agree with the process and intended outcome. Ask questions to ensure you also understand the customer’s needs.
- Appreciate the Power of “Yes“: Always look for ways to help customers. When they have a reasonable request, do your best to honor it. Look for ways to make doing business with you easy. Always do what you say you are going to do.
- Know How to Apologize: Mistakes are bound to happen. It’s what happens next that really counts. Take responsibility and own up to any errors you or your company has made. Don’t pass the buck. Work on a solution until your customer is happy. Be open and honest about plans to resolve any problem that arises, stay in touch and communicative with your customer. Once the problem is resolved, follow up and make sure your customer’s needs are exceeded before labeling the problem as solved. Also, under knowing how to apologize, when something goes wrong sending them a thank you. Thank them for bringing it to our attention and giving us the opportunity to learn and improve to better service them and future customers. Sometimes a customer can see things we do not see on how we could have better customer service and a complaint is an opportunity to improve and show excellent customer service on the response to the complaint. A good old fashion hand-written thank you card in the mail, can show above and beyond customer service.
“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.” ~Donald Porter
- Give More Than Expected: Elevating ourselves above the competition sets us apart. Consider these questions when dealing with customers:
- What can I give customers that they cannot get elsewhere?
- What can I do to follow-up and thank people?
- What can I give customers that is totally unexpected?
- Get Regular Feedback: Encourage and welcome suggestions from customers and trusted co-workers on how you could improve and grow your customer service skills. There are several ways in which you can find out what customers think and feel about your services. Listen carefully to what they say. Check back regularly to see how things are going. Provide a method that invites constructive criticism, comments and suggestions.
- Communication Style: Find out the preferred communication for the Customer. If they prefer a phone call over an email or vice versa to do whatever makes things easier for them makes us have the best Customer Service.
“Customer service is not a department, it’s everyone’s job.” ~ Anonymous
Our company beliefs and values make us a greater place to work, a better provider to our customers, and a more valuable contributor in our communities. This is what makes us Advanced!
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