6 Ways To Make Customer Service Your Secret Weapon
Have you ever dreaded making a call to an 800-customer service number because you just didn’t want to have to deal with the hassle of explaining your problem? You know the drill – you have to work up the nerve to dial the numbers and hold your breath (and your temper). Sometimes you get a human right away, other times you have to wade through the list of audible options just to talk to someone. Why do some companies make customers jump through so many hoops in order to get assistance?
Long ago, customer service was a place you visited in the back of a department store and over time, evolved with the invention of the telephone. In today’s super connected world, customer service is more than just a desk and an 800 number. It’s a part of every interaction you have with the brand and the customer impression (good or bad) is made before, during and after the sale.
Awesome customer service is the lifeblood of any business but it should be more than just selling products; it should be about building relationships. Strong customer service is more than providing answers – it’s providing customers an exceptional experience. It’s about going beyond their expectations. Customer service should always be a business’ secret weapon. Here are 6 ways to make it yours:
- Listen: This is a really hard skill to master but it’s the most important thing you can do for your brand. Let your customers talk and explain the reason they are contacting you. Let them know you care about how they are feeling.
- Feedback: You should always strive to be in tune with your customers. Be proactive about gaining feedback by taking the time to engage in more active conversations with your customers. Ask questions and take their honest feedback each time you interact with them. (Go a step beyond just sending out online surveys).
- Trust: It’s an unfortunate fact that there are people out there trying to get something for nothing, but if you assume this is the behavior of your customers—then you are sure to anger a fair share of your customer base. If you’re focused on the long-term, you know that customer trust is the very foundation of customer loyalty. Trust your customers and they will learn to trust you, as well.
- Validate: Never argue with your customer or put them on the defensive. Do not disagree with them, rather try and understand their frustration so you are able to figure out the best way to help them. Validating their frustration and showing that you understand how they feel is the first start in fixing the problem.
- Empower: Empower your employees to do what is right for the customer rather than providing just the bare minimum. Often times, this model completely surprises and delights the customer during a time when they were feeling frustrated. This type of customer retention also builds loyalty and trust.
- Appreciate: Last but not least, make your customer feel appreciated. When you appreciate your customer’s feedback, their time, and their business, you’ll make different decisions. If you truly focus on making your customers feel appreciated, you’ll be well on your way to delivering an experience that is exceptional.
With over 20 years in the business, ROSI Office Systems knows customer service. Give us a chance to make you one of our next satisfied customers. We’d love to help you with your upcoming office design project. We provide high quality / low cost solutions to companies that are moving, upgrading or expanding. Contact us, today.