Good customer service typically means providing timely, attentive and upbeat service to a customer, making sure their needs are met in a manner that reflects positively on your business.
Although customer service varies from customer to customer, there’s a few tips we can give you, that’ll help you keep on the right track.
Know your product and services
Being customer facing requires you to be an expert across lots of different areas.
Keeping up to date with knowledge of the product and services you offer are essential customer service skills that can help your customers get the most out of their purchase and allow them to see the value for money you offer. This also allows you to offer your recommendations on new features and services and upsell while the iron is hot.
Maintain a positive attitude
Attitude is everything, and a positive attitude goes a long way to providing an excellent customer experience. The right attitude can change a negative customer experience into a positive one.
And this doesn’t just apply to face-to-face interaction – it’s important to remain personable right through to your language and tone of voice on phone calls, as well as in any written correspondence too.
Personalise your service
40% of customers say they want better human service – they want to feel like more than just a number or an invoice. Many people get angry when they are treated generically, and receiving generic responses or being batted like a tennis ball to different people can cause customers to form a negative opinion before they’ve even stepped a foot through your door.
No one’s expecting you to do this for every single customer, but going off script and giving the personal touch when you can is an important way to show your customers you know them and you care.
Keep your word
Interestingly, customers tend not to feel grateful when you deliver more than you promised. They do, however, feel angry if you break a promise. Keeping your word earns their trust and increases your credibility.
If you say you will get back to your customer within 24 hours and you don’t, offer something to make up for it. Don’t rule out a gift and in some cases, a refund. You might lose some money in the short term, but you’ll gain a loyal customer.
As part of our Auto Education Academy, we offer a Customer Excellence & Reception Management Essential course on the key areas of Customer Service. Have you thought about upskilling this area?