Excellent customer service includes several critical components. these components promote excellence and all of the advantages we discussed in the previous chapter while thwarting the negativities associated with inadequate customer service. All customer service must include all of these components:1. experience and goal-oriented approachproperly trained staff are prepared to deal with your clients’ questions. that decreases returns and dissatisfied customers, but it also makes your team understand and appreciate your products and services. When they have a reasonable opinion of their products and services and believe in them, they are proactive in their customer-facing roles.
2. empathy and patienceexcellent employees have two fundamental traits: empathy and patience. when customers feel compassion, they realize that your organization truly cares. angry and frustrated customers must be dealt with patiently in order to communicate with them, understand their problems and offer a solution.
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3. communication and attentionNot everyone is a born communicator. customer-oriented employees are excellent communicators. customer service professionals can understand questions and complaints and respond accordingly. listening is an integral part of communication that helps understand the problem and provide a quick response.
4. professionalismits customer service team is a customer-oriented team. the customer service employees are very professional. professionalism includes the way you dress, your behavior, prompt service, being hospitable, and being transparent. that makes your staff understand how vital their role is and that they are willing to give their best.
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5. appreciationCustomers who feel appreciated are more likely to return to your products and services because you treated them well.
At the same time, the customer service staff is appreciated. happy staff perform well and are willing to go above and beyond. provide them with the power to offer discounts to customers, replace or return products, and the ability to provide additional products or services to customers. that power goes a long way toward motivating them to be better customer service executives.
6. body language and acting skillsyour customer service staff is the face of your company. Your body language tells your customers a lot about your company. Confident and sincere people have a very different body language compared to staff who are bored or have a not caring attitude. Your customers can tell how much you value them through the body language of your staff.
Your staff will encounter customers who can never be satisfied. at such times, they should be able to maintain a cheerful personality no matter how frustrated they are.
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7. Knowing How/When to ApologizeAs simple as it sounds, you’d be surprised how hard it is for customer service staff to apologize to customers. Trustworthy teams know not only when to apologize, but also how to apologize. while in some cases a simple “we are sorry for the inconvenience” will suffice, there are some clients who demand much more. how to apologize, when to apologize, and how much to apologize are critical.
8. A Customer Friendly WebsiteAs well as your customer service team, your business website plays a vital role in keeping your current customers happy and attracting new customers. An attractive, easy-to-use website that provides all the essential information and has an FAQ section so customers can get their questions answered right away is essential for excellent customer service.
9. response timeexcellent customer service means fast response time to queries and problem resolution, and resolution of complaints as quickly as possible.
10. accessibilityAnother vital component of excellent customer service is accessibility: ensuring that customers can contact the company at any time of the day or night. they are not put on hold or have to wait in line for their issues to be resolved.
Companies that have excellent customer service have adequate, well-trained staff who are always ready to deal with customer inquiries.
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