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Good Customer Service – Essential Tips

The following key tips for good customer service will help staff provide superior quality service to business clients, customers or members of the public.

At the first Point-of-contact

When addressing customers always try to be attentive, respectful, and listen to what they are saying.
Customers will feel valued and comfortable knowing you are paying attention to them.

Some tips for good customer service are where appropriate to address the customer by name as often as possible as it will signal a personalized element to your customer that you value them as a person.

Addressing Customer Requirements

One of the most frustrating problems many customers face is being past from pillar to post when there is a problem.
This can occur in many ways, for example in face to face situations, over the telephone, or through an online customer service link. It is therefore important problems and issues are dealt with quickly and professionally with the minimal waste of time to the customer.

Try and make the customers experience of buying from your business or using your services as smooth and hassle free as possible.

Providing Professional Customer Service

Customers or clients who are paying for a service expect to receive value for money. It is vital therefore when dealing with customer enquires that you or your staff have knowledge of the service or product provided, the prices involved, terms and conditions, guarantees, promotions etc.

If this information is not readily at hand the customer needs to be reassured that you will find out the answer. Some tips for good customer service in this area are, if you are unable to provide an immediate answer reassure the customer that you will find out the answer as quickly as possible.

The golden rule is “never make a promise to a customer unless you know you can deliver on it.”

Understanding the Demanding Customer

There will always be customers who will be difficult to please no matter how hard you try to please them. In such situations the golden rule is to remember they are ‘right’ so it is important to listen carefully to what they are saying without interrupting.

Treat customers in a caring and warm manner as this will help to build trust and confidence.

Also – try to understand the customers concerns and questions. By offering excellent customer service, the demanding customer will feel valued and if their problem is resolved will return for repeat business and recommend your business to other people.

Dealing with Difficult Customers

This can be a nightmare for most staff working in the customer service area. There are a number of tried and true tips for good customer service that can be used to calm and resolve problems involving difficult customers.

The most important ones are to

1. Listen and take an interest in what is being said as some customers will be angry or upset and will try to take out their frustration on the first staff member they speak too and can result in the customer yelling, swearing and making threats.

2. Remain quiet until the customer is finished telling what their problem was as it will help to calm the situation. You will then be in a better position to communicate with the customer.

3. Write down what the customer is saying while he is talking to you as it will help to reassure them that you are interested and making a record of what happened. This will in turn help to calm the situation and make the customer feel valued.

4. Apologize for what has happened and reassure the customer that you will do your best to help sort the problem out.

5. Try to resolve the complaint or problem quickly as possible. It is well known that customers who are treated with respect and honesty will receive loyalty in return and repeat business.

I hope these tips for good customer service will help provide you or your business with high quality and superior customer service.

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• The 7 GOLDEN RULES for Employers on How to Keep Staff Motivated
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• How to Provide Good Customer Service
• Good Customer Service Tips

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