Knowing the keys to good customer service can help you retain clients, and those clients may recommend your company to others. The following tips can turn an unhappy client into a loyal customer.
Make you and your company look like stars. First, if you can, use fudge factors. For example, if you have a customer who is looking for a piece of information that would normally take you and hour to research and find, promise to get back to them in two hours. That way, even if you get interrupted or sidetracked, you will still be able to get the facts back to them within the timeframe that you promised.
Be honest. You are not always going to be able to meet your client's requirements exactly. Don't lie to try to keep the order. It is better to lose one order so that a client can get what she needs on a short-term basis than to lose the client over the long run.
Keep your customer informed. If you can't meet a deadline, don't wait for the customer to call you. Call the client to inform her of the problem. While you may get chewed out, it will be less painful than if the customer has to call you after a deadline has elapsed.
Be personal. This does not mean that you should tell your customers your life story or that you should have to listen to hours and hours of their woes. It does mean that if the client mentions that she is going on vacation, ask the client about how the vacation went the next time that you talk. People like to work with people who are listening and have a good memory.
Take a stand and solve the problem. Customers often feel like they are unable to find anyone that will help them. They get transferred from person to person to person without getting resolution to their problems. Make a commitment to your clients to get the information that they need, and then follow through.
You are going to make mistakes. On the "rare occasion" that you make a mistake, admit it to the client. Then think about how you could have resolved the issue more effectively. The bottom line is that learning from your mistakes can lead to customer service improvement, a long-term plus for you and your company.
Even good customer service representatives should review their performances from time to time to make sure that they give themselves the accolades that they deserve while tweaking areas in which they could improve.
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