Sometimes, even though there are businesses that offer quality products and services, customers will always see pass through that if they are not being treated and entertained properly. A good and remarkable customer service makes a significant difference in every business and makes a great impact on a company’s success.
Customer service should be every business’ top priority. Everyone thinks that money is the lifeblood of every business but the truth is, the customers are the ones who contribute a lot to the growth of any business. Aside from the fact that they are the ones who have a great factor to your increasing profit, they are also the basis for your products and services because the first thing that every business would think when venturing into business is their target customers.
In understanding the preferences, necessities, and even the complaints of your customers, you would be able to gain their trust and loyalty to the point that they will become regular customers. Plus, chances are, they will be spreading through word of mouth with their friends and family and your number of customers will increase significantly.
Every customer is important, therefore, customer service policies are important because these enable the customers to be given with quality service by the employees or the business owners.
In order to ensure a quality customer service, a customer service policy should be implemented in every business. A clear and well-written customer service policy ensures the consistent growth of a business if such policy is being strongly implemented in the workplace. Additionally, it also ensures that each individual in the company, regardless of what rank or department in, know that they are the ones who will be interacting with the customers, therefore, they should know their responsibilities and role in consistently delivering quality products and services to their customers.
There are various ranks of individuals in the organization of the company and it is already a misconception that those from the lower ranks should be the one to face the customers and solve customer issues alone or that those who are assigned to the customer service should be the ones solving the customer service related issues. This is a wrong misconception since any rank or department must know how to handle their customers even if they are in the position wherein they do not usually face the customers directly. With customer service policies, every individual would know that their customers’ needs and even complaints are a top priority compared to theirs. Customer service policies can serve as a guideline on how to meet customer satisfaction.
Through customer service policies, customers know their rights as well as what they can expect from the company as well as what are the matters that they have every right to demand, complain, or question to the business owner or to even one of its employees.
Customer service policies serve both the business and its customers. On the business’ end, customer service policies help them achieve their goals and visions in which customer satisfaction is a part of. On the customers’ end, customer service policies help them in acquiring quality products and services.
It is a common knowledge that what customers want from any business are quality products and services, trust, and responsiveness which will then result in customer satisfaction. Once customer satisfaction is guaranteed, the success of a company is also guaranteed.
A customer service policy has a single purpose and that is to focus on the customers and to attend to its needs. Since customer service policies are like frameworks that help every single individual in the company in knowing each of their responsibility and role in the company, they would be able to perform better and to serve and accommodate their customers in their very best performance.
Before having any customer service related policy, every businessperson must know how to deliver a good customer service since it is in this way that they would know what should be highlighted and included in their customer service policies. Here are nine simple and ideal ways of delivering a good customer service:
Communication is the best foundation to any relationship out there. Without an effective communication, any efforts of building rapport and relationship with the customers are all doomed to fail.
If you start off with an effective communication with your customers, you will have an in-depth knowledge of what they want and how they want to be accommodated.
If you promised them that you will follow-up at a given time and date, do so at the exact time and date as you have promised. Failure to fulfill promises is equal to a customer lost.
No business is perfect and there will always be instances wherein a business will fail to meet the promises to its customers. In case this happens, always make sure that you provide an understandable explanation so that your customers are not going to make complaints. Customers will surely understand if they are given an exact explanation of why things went wrong.
Never fail to express gratitude to your customers. Always thank customers to the point that even if they only came back to complain, you will still express your gratitude. Thank them even if they only had a window shopping at your store. Thank them even if they made bad comments about your product or service because it is in this way that your business will grow and be able to determine the parts where it needs improvement. Make sure that in thanking them, you are sincere and genuine and avoid sounding forced and fake.
Compare a smiling saleslady to a frowning one, which would you prefer? The smiling one, right? No one wants a moody front staff. No one wants to deal with a moody person at all. A smile shows that you are genuinely intent on giving them customer satisfaction. A smile may be a small gesture but its impact can do wonders to your business and customer queue.
A lot of videos about rude customers are going viral which proves the fact that not all customers are going to return your smile back. Just be respectful and your customer might eventually return your gesture.
For instance, in a grocery store scenario, a mother inquires a sales personnel on where she could find a coconut milk around the store and the sales personnel would just dismiss the mother by simply saying she does not know where the location of the coconut milk is. There are two wrong things here: first, the salesperson does not know where things are located at the store when he or she has the role to know every location of every item at the store; and second, the salesperson does not know how to deal with the customer right. True, not everyone can memorize a lot of things but if the sales personnel truly knows what he or she is doing, he or she can direct the mother to another sales personnel who might possibly know the location of the grocery items.
Again, no one is perfect; everyone knows that. Do not force to schedule a follow-up to a customer especially if you know you cannot commit to it. Do not pretend you can do things even if your services are only limited. Broke a promise? Explain why. There are some businesses out there who do not care to explain to their customers when things go wrong for them for fear that they will get an earful of complaints. Be brave enough to explain to your customers because remember that they have rights and they have every right to know why there was a mistake or failure in their business transaction.