Good customer service is the foundation of any business. Price reductions and special promotions may bring customers in, but to keep them, show clients you have their best interests at heart. When a client feels the he is being taken care of, he will be happy, and in turn share this happiness with his friends. This is one way to grow a business, so plant the seeds of customer service. Here are some tips to help you cultivate your client dealings on a daily basis:
Be available to clients all the time. Whether it is by phone or e-mail, in this day and age, people want answers and they want them immediately. Make sure you are able to respond as fast as possible to the inquiries of clients. If you are not at your desk, have calls forwarded to your cell phone, or check e-mail often and respond to it promptly and completely.
Be honest and follow through. When you extend an offer to a client, first make sure that the offer is feasible, and then do everything in your power to make sure the client receives the service (or discount, or promotion) as soon as possible. Follow up with the client to make sure everything went smoothly and offer assistance for anything else they may need. Listen to your customers. Don't make them ask or tell you something twice. Follow through on their requests the first time. Take this step even further by anticipating their needs and have an answer ready when they ask for it.
Throw in something extra. It's the little things that count, and when you get to know your clients, you'll understand their needs. But knowing and doing are two separate things. Prove to your clients that you are there to help them along in their journey by doing everything within your business' power to make their lives easier and more efficient, even if that means going the extra mile.
Applying these rules of customer service is simple when the old adage is applied, "do unto others as you would have them do to you." How do you respond to poor customer service? Poorly. A business rich in customer service is rich indeed.
Source: Susan Ward