If your business offers customer service, then you should know that treating your customers kindly and with respect makes all the difference in the world to your reputation and your bottom line. There is nothing worse than a dissatisfied customer talking badly about your business and the way they were treated by you—yes you because to them
YOU are your BRAND
It doesn’t matter that you are not personally there, the people representing your company represent you. Here are some tips to help you get your customer service associates up to par.
- Always ACKNOWLEDGE your client/customer. Customers walking in your place of business should always get a smile, a hello and offer of assistance. If you’re dealing with customers via phone or email. Make sure to follow up and acknowledge you received their message as soon as you’re able. If you don’t have the answer or solution right away – say so – and stay in touch until you do.
- LISTEN. But even more important – HEAR what they’re saying. This is probably the most important skill you’ll ever learn and it’s good for any situation. Once you hear what the customer is really saying then take steps to address the issue.
- Interact with the customer. ASK QUESTIONS so you can fully understand the real need. A customer may get frustrated because they don’t understand, feel unappreciated or aren’t satisfied. Figure out what they need and give it to them.
- If you don’t have the answer or solution right away. ASK FOR HELP. Make sure the customer understands that you will get the information they need as soon as you’re able. If you’re dealing with a customer in person then make sure your actions follow your words. Be happy to solve their problem. If you’re interacting via email or phone- make sure your words reflect your sincere efforts of getting the solution to the issue. Stay in touch & keep them updated until you have a satisfactory resolution.
- Insure that your customer service reps are TRAINED to treat your customers right. Give them authority to take care of matters as they come up. Have them keep a written log of each issue along with names, contact info, problem & solution. This can be very helpful if the customer isn’t happy with the solution. By keeping a log you can be sure that everything possible was done to correct any problems. It will also be a great help as you’re creating or modifying policies & procedures.
- NEVER ASSUME anything about a customer by the way they dress, look or act. This is so true in customer service. Every customer is important regardless of looks, and making assumptions about customers beforehand will only backfire on you, and tarnish the reputation you are striving to create.
- If the customer service rep you have working with you just doesn’t seem to be able to uphold your high standards of customer service, Do Not Be Afraid to REPLACE them.
Your Brand Is You! Implement high quality customer service standards to help increase the respect of your brand.
Acknowledge, Listen, Ask Questions, Ask for Help, Train Your Staff, Never Assume & Replace when necessary. Buy following these seven principles of customer service, you will be treating your customers with the care they deserve.
Since then I have started and currently run several service sites online.My personal brand online is notcompleted yet but I work on it daily in the hopes of establishing myself.
I decided to narrow down those that I truly follow and recommend. Armand Morin , Michel and Sylvie Fortin and Jim Howard author of Branded for Success are my main sources of knowledge these days by choice.
For inspirationTony Robbins fills the bill nicely.
I have to say that Ed Dale is still a favorite and I love what he has done with the Challenge and the amount of people I know who have benefited .Jimmy D Brown,Jim Edwards are always trusted sources of quality information.
I intentionally cut back on those that I follow to reduce the noise and allow me to focus on what is important.This is not to say there are not plenty of good people to learn from. I just think you need to choose a few and immerse yourself in what they can offer.
Napoleon Hill- is a must read for anyone in business
I think I have a diverse enough background to bring some good things to smallbusinessbranding.com . I look forward to the chance to prove it.
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