1. CUSTOMER SERVICE AND ASSISTANCE TEN RULES FOR GREAT CUSTOMER SERVICE

2. SHOW THEM YOU CARE Think about the last time you had a negative buying experience. These bad experiences are almost always linked to shoddy customer service. Even though most businesses claim they put people first, it’s rare to find good customer support. But you can get a jump on the competition and attract new customers by focusing on this crucial area of your business. Depending on the nature of your business, your customer service may be online, on the phone, in person, or some combination, and each form of interaction requires special attention. The point is that strong customer service is essential, and it’s a great way to grow your business. Read on for the 10 basic rules of great customer service.

3. 1. COMMIT TO QUALITY SERVICE Everyone in the company must be devoted to creating a positive experience for the customer. Strive to exceed customer expectations. How do you create this environment? As the boss, you must set the tone. If employees feel respected and appreciated, they’ll be much more likely to treat customers with respect. It’s important your employees know that they have the authority to solve problems, and you should communicate their limits, whatever they might be. Are your employees allowed to offer discounts, upgrades, or other perks? There’s nothing more frustrating to a customer than encountering a company representative with no authority to help solve a problem.

4. 2. KNOW YOUR PRODUCTS Convey an articulate and in-depth knowledge of products and services to win customer trust and confidence. Make sure that all employees know your company’s products, services, and return policies inside and out. Try to anticipate the types of questions that customers will ask. Update and amend your website’s FAQ page frequently. Periodically take the time to make sure all employees are on board with new developments, products, and protocols. The more familiar your frontline employees are with what you’re selling or the service you’re providing, the better they’ll be able to represent your company and address customer questions and complaints.

5. 3. KNOW YOUR CUSTOMERS Learn everything you can about your customers so you can tailor your service approach to their needs and buying habits. Talk to customers about their experience with your company, and listen to their complaints. In this way, you can get to the root of customer dissatisfaction. Customer satisfaction surveys are a helpful tool, and you can also learn a lot by listening, observing, and engaging customers in conversation. Knowledge of your customers will help you avoid problems and will allow you to address concerns when they arise.

6. 4. TREAT PEOPLE WITH COURTESY This goes without saying, right? But how many times have you heard stories of customers being treated rudely? How many times have you been treated rudely as a customer? Remember that every time you, your employees, and your colleagues make contact with a customer — whether it’s by email, phone, written correspondence, or a face-to-face meeting — the interaction leaves an impression. Use conciliatory phrases such as “Sorry to keep you waiting,” “Thanks for your order,” “You’re welcome,” and “It’s been a pleasure helping you” to demonstrate not only your commitment to customer satisfaction but your dedication to courtesy.

7. 5. NEVER ARGUE WITH A CUSTOMER We all know the customer isn’t always right. However, the point is to provide good service and maintain customer loyalty, not to win arguments. Focus on how to fix the problem, not who’s wrong or right. Often all it takes is a little bit of consideration to calm down an irate person. Listening is an essential skill; if customers sense that you’re really hearing their concerns, it will go a long way toward soothing ruffled feathers, and you may learn something, too. Research shows that seven out of 10 customers will do business with a company again if that business resolves a complaint to their satisfaction.

8. 6. DON’T LEAVE CUSTOMERS IN LIMBO You must communicate your plan for addressing a problem and make sure the customer understands what’s going to happen and when. Then, make a point of following through promptly. If circumstances change, be sure that the customer is kept in the loop. Repairs, call backs, and email need to be handled with a sense of urgency. Customers want immediate resolution, and if you can give it to them, you’re much more likely to win their repeat business. Research shows that repeat business increases 95 percent when complaints are resolved on the spot.

9. 7. ALWAYS PROVIDE WHAT YOU PROMISE It’s essential that you earn your customers’ trust. Don’t make promises you can’t keep, and work hard to deliver on the promises you do make. No company is perfect, but how you handle the situation when you fall short makes all the difference. If you fail to honor your commitments, you’ll lose both credibility and customers. If you guarantee a response within 24 hours, make sure it really happens. If and when you’re unable to make good on your promises, apologize to the customer and offer some type of compensation, such as a discount or free delivery. Overall, be as good as your word and it will pay off in increased business and good customer relations.

10. 8. ASSUME CUSTOMERS TELL THE TRUTH Learn to give your customer the benefit of the doubt. It gains you nothing to be cynical or to assume everyone is exaggerating, if not lying, about problems. Try to see things from their point of view — it can be upsetting to purchase goods or services that don’t meet expectations, for whatever reason. Even though it may appear that customers are trying to manipulate certain situations to their advantage, it’s to your advantage to hear them out and try to help. The majority of customers don’t like to complain; in fact, they’ll go out of their way, perhaps all the way to a competitor, to avoid confrontation. If you hear unhappy rumblings from your customers, take their complaints to heart and do your best to appease them.

11. 9. FOCUS ON CUSTOMERS, NOT SALES Salespeople, especially those who get paid on commission, sometimes forget the bigger picture, focusing on volume instead of the quality of the sale. Remember that to keep a customer’s business is more important than to close a sale. Research shows that it costs six times more to attract a new customer than it does to keep an existing one, and customers who believe that you have their best long-term interests at heart are more likely to stay with you. Happy customers are the best and most effective way to find new customers, as word-of-mouth recommendations will bring you more business. To ensure that you accurately track your customers, your business might want to invest in customer relationship management software.

12. 10. MAKE IT EASY TO BUY The buying experience in your store, on your website, or through your catalogue should be as easy as possible. Eliminate unnecessary paperwork and forms, help people to find what they need, explain how products work, and do whatever else you can to facilitate transactions. People are increasingly wary of being asked for too much personal information, so think clearly about what you need to know about your customers and don’t request unnecessary data. Note your level of satisfaction when you make purchases, and find ways to institute clever, time-saving protocols in your own company’s transactions.