We all want to be treated with respect and integrity. As customers we want to get the satisfaction that we are looking for in availing a service
Customer service is defined as assisting the customer in the best way possible in the most polite manner thus allowing them to experience the optimum service satisfaction. In a customer service related job, our main goal is to attain 100 percent customer satisfaction and 0 percent dissatisfaction rate.
First rule in providing good customer service is to listen to your customers. First and foremost customers will not approach you unless they have a concern or they need something from you so it is better to listen to what they have to say. This is also effective skill in handling irate customers who starts the conversation by yelling at you and blaming you for something that is not your fault. Just let them vent out their ill feeling because after they have shared it all that’s the time that they will calm down.
Second rule is to be helpful. As a customer service representative of course it is your job to help the customer but doing your job is not the same as being naturally helpful. Make your customer feel that you care for them and you are willing to help.
The third rule is in relation to the second rule. When you help the customer, allow them to decide for the solution to their problem rather than you telling them what to do and you can do this by giving your customers options. You dig deeper into the customer’s concern to identify what is it that they really need by asking probing questions and once you have identified it give them all the possible solution that may solve their problem and allow them to choose. Most of the time customers already have the solution to their problem and they just sought your attention to get a second opinion or they might be thinking that there is a better answer to their question.
Rule number four, always be there for your customer. Assist them in all throughout the problem solving process. They might have some questions or they may encounter problems along the way so your assistance would be of great help.
Fifth rule is to empathize to your customer. Put yourself in your customer’s shoes. Think of how you would want to get treated; think of how would you feel if you encountered the same problem, always remember the golden rule. Do not do unto others what you don’t want others do unto you.
Sixth rule is to go the extra mile. If your customer’s questions are answered provide them more information that you think they might need. If someone visits your store and asks you where the toiletries section is located instead of just pointing the direction, get off from your chair and assist them to the aisle where they will find what they need.
Seventh rule is to offer extras. Giving incentives is one way of showing them that you value them as a customer. Remember that it is best to retain the customers that you already have rather than getting more and more customers but end up losing them in a glance.
The eighth rule in customer service is to smile. Always smile even if you are having a bad day. Smile even if your customer is yelling at you. Always remember that the when a customer yells at you it doesn’t mean that they don’t personally like you. It’s only because they are not satisfied with the product that they have.
Even your small gestures and your willingness to help can make a customer’s day. Always give the best customer experience because as a customer service representative, you represent you the company you are affiliated to. You are the first person that your customer will get in direct contact. If you are showing them that you are a professional then most likely the more they will make business with you and your company.