The Importance of Good Customer Care and Good ServiceBy Angela Marshall, 1st May 2014
Good Customer Care and Service
When a customer or client is dealt with by you they regard you as the company, whether you work for a large or small company. Too often people can forget this; by showing a lack of interest or respect to a client or customer you are letting the company’s brand and reputation down.
Price and product are important but it is service that gives you and your company the edge over your competitors.
The way to offer a great service is to ensure you understand your customer’s needs. When a customer has a great experience they remember the company and will feel good about the experience and want to return in the future. It is all about bringing customers back and creating a great company image and brand. It is also important for your personal image and brand. Not only will they feel good but talk about the experience to others, who may then try the product or service you offer and in turn become repeat customers.
The aim is to provide the best standard of customer care possible and to provide the service that people want by being courteous and helpful to your customers.
How well do you Manage Your Company’s Care and Service?
Here are some tips and reminders to help you:
- Treat people politely and with respect
- Be friendly and approachable
- Answer the phone correctly
Phone answering skills are critical for businesses. The phone is still most business’s primary point of contact with customers. And the way you answer your company’s phone will form your customer’s first impression of your business.
- Answer the phone quickly, at least within three rings.
- Be warm and enthusiastic. Your voice on the phone is sometimes the only impression of your company a caller will get.
- Identify yourself and your organization e.g. Hello, I am Jane from XYZ company.
- Speak slowly and clearly, keep your voice volume moderate, so your caller can understand you easily.
- Be conscious of your tone, be positive and ensure you leave them feeling positive when you finish.
- Be committed and create good habits that come naturally.
- Don’t make promises unless you will keep them.
Think before you give any promise – because nothing annoys customers more than a broken one.
- Listen to your customers.
Listen to what they want and what they say. Let your customer talk and show him that you are listening by making the appropriate responses.
- Take the extra step
People love to get more than they thought they were getting
- Be Patient
Take the time to understand what the customer needs and wants and stay patient with a customer even if they are annoying.
A warm friendly smile goes a long way, whether face to face or on the telephone
- Learn from complaints
You’re bound to receive a complaint at some time. In general, customers don’t usually complain; they just go elsewhere and tell lots of people. These days this is often done via social media. Others will not only complain, but expect action and possibly compensation. Dealing with complaints well can help your company stand out in a positive way as most businesses handle complaints badly.
First apologise, say sorry and then sort it out. Even if you think the customer is in the wrong, it pays to treat their concerns seriously. Key is to ensure the customer feels you have dealt with them correctly and valued them. It ensures you are upholding your company’s reputation.
Your Image is the Company’s Image
When I ran Personal Image workshops in companies I always made the comment “Your image is your company’s image, so make sure it is the right image”. This includes having the right appearance and dressing the part and very importantly you need to sound the part!