Customer service can come naturally to a lot of people. But, for others, getting it right can be confusing. But that doesn’t mean that there isn’t any hope. Regardless of the type of contact that you have with customers, whether it is over the phone, face-to-face, in a restaurant or shop, in an office or financial institution, in the entertainment or tourist industries, good customer service skills help everybody.
You don’t have to be robotic, but by following a couple of steps, you can be sure that you’re nailing it. They’re simple, but they’re effective. Follow the steps and you’ll make sure your customers will keep coming back.
As salespeople, most of the time we’re in sales mode. And, sure that’s our job, but if you’re constantly just selling, that can come at a cost. Sometimes, we just need to take a step back and listen to what our customers are saying.
Let’s say you work in a phone shop and a customer comes in looking for a phone that just does the basics; they just want to send texts and make phone-calls.
Naturally, you’d want to up-sell them to the most expensive phone you have, with all of the bells and whistles.
In some cases, you might actually succeed, but the majority of the time, you’re going to lose a customer if you keep pushing. Then they’ll end up with one of your competitors. This happens in almost every industry. If you actively listen to your customer, and know what they need, you’ll get the sale, and create a repeat customer. And after all, isn’t keeping your customers coming back the main goal of customer service?
Make Your Customers Feel Welcome
Making sure your customers feel comfortable with your business doesn’t have to be a chore. A simple “Hi, how are you?” and “How can I help you?” can go a long way. Sales doesn’t have to be robotic, and customers will appreciate the human element of a conversation during their time with your business. If they feel comfortable from the minute they get there until the minute they leave, they’ll be more likely to come back again and again. Smile and make sure they feel welcome.
Be Memorable, But For The Right Reasons
Can you remember the day you bought your computer, or your laptop? Chances are, it was just a run-of-the-mill exchange. But, there are those exchanges that do stand out in peoples’ minds; specifically, the really positive and really negative ones. Create a positive experience and you’ll be remembered for it. Customers will end up coming back in flocks; people talk, and if you create a positive experience through your customer service, you’ll create some pretty amazing word-of-mouth.
What are your customer service tips & tricks? Let us know! And don’t forget to subscribe to our newsletter.