Saturday, April 14, 2012

How to Provide Exceptional Customer Service Experience

One vital asset that every company must have is its customers; without them, no business entity can survive. Exceptional customer service is the key to success of every business. Satisfied customers do not only help your business to grow by continuing to do business with you, they recommend you to friends and associates. Studies show that repeat customers typically spend more money, generate larger transactions, refer more customers, and buy a broader range of products than one-time shoppers.
 So how then do we provide exceptional customer service experience?  Use the following guidelines below to provide exceptional customer service experience:
  • Address customers by their name
The most pleasant sound in the ears of every person is his or her name. Address customers by name as often as possible, this adds a personalized aspect to your customer, it shows you pay attention to them and value them as a person, rather than just a nameless customer who purchased an item or service from your company.
  • Listen attentively and ask questions
Focus one hundred percent whenever a customer calls, email or approaches you with a concern or a question. Often, customer service representatives who are only on the phone pay half mind to customers, because they are not in their presence to gauge any facial reaction. But remember, a customer will pick up on your tone of voice or the way you comment if you do not listen to what they are saying. Active listening requires you to ask questions for clarification to best understand them. This in turn lets the customer know you are listening to what they are saying, and doing your best to solve the issue.
  • Go the Extra Mile
What can you give customers that they cannot get elsewhere? What can you give a customer that is totally unexpected? These are some of the question you need to provide answers to in providing exceptional customer service experience. Go the extra mile, surprise customers by over delivering. Throw in surprise extras or deals when customers place large orders. This shows loyal customers you appreciate the fact that they chose you over your competitors
  • Learn to Apologize
Apologize when something goes wrong; even if you know the situation was not your fault. It is appropriate that you accept full responsibility for the situation. You don't have to say it was your fault, but you do need to apologize for the fact that they feel upset or inconvenienced. The customer may not always be right, but the customer must always win.

  • Resolve Problems Immediately
Majority of customers prefer staying with a business that resolves their complaint quickly, and would rather not have to look for somewhere else to take their business. Deal with problems immediately and let customers know what you have done. The faster you resolve it, the better.

What Next?
Finally to provide exceptional customer service, make it simple for customers to complain. Value their complaints; as much as we dislike it, it gives us an opportunity to improve.