10 ways to offer better customer service

Today’s savvy customers don’t just want great service, they often expect it. Customer service was the main focus of growth and quality improvement for companies in recent decades, which is why many now expect it. Businesses can lose customers to poor customer service and can retain customers who feel treated with respect. The proper functioning of customer service depends to a large extent on the attitude and training of the company’s human resources, even those who are not in the service areas. Below are some ways everyone can improve their customer service skills and attitudes.

1. Always smile when you talk to the customer, whether in person or on the phone. Smiling elevates your attitude and the positivity can be heard in your voice.
2. Greet customers by saying hello, giving them your name, and asking how you can help.
3. Whenever possible, be empathetic. Let the client know that you understand their feelings and that you want to be helpful in solving their problem.
4. Be sure to ask for his name so you can call him when he answers. This makes the conversation seem more friendly one-on-one than combative. If you’re on the phone, get their phone number as well in case you get disconnected or need to investigate. With their phone number, you can call them back if necessary.
5. If you must put a phone customer on hold or their computers are down, let them know how long the hold or downtime might be. If it’s going to be more than a couple of minutes, you should give them the option to wait or ask them to call them back when you’ve completed your investigation or when the computers are back up and running. The customer may choose to call you back, but never tell him that’s what he should do. Be sure to call them back within the deadline, even if it’s just to say you don’t have an answer yet. Lack of communication is often more frustrating for a client than having to wait a little longer for results.
6. If the customer is angry or determined to complain, stay calm and don’t take criticism personally. Ask questions so you can get to the root of the problem or issue. However, consider your criticisms as suggestions for future improvements in your company’s processes and services.
7. If you don’t have an answer for the customer, don’t make anything up. Instead, find someone who can give you the correct answer. Customers don’t like to be lied to or patronized.
8. Find the best way to solve the problem and satisfy your customer without going through multiple levels of approval or breaking any rules. Multiple approval levels only slow down the process and do not help the customer, so avoid them whenever possible. However, if you must get an approval, let the client know the process, how long it may take, and exactly when they can expect a result. Often you can go the extra mile for the customer without breaking any rules or going against written policies.
9. Once the customer’s problem is resolved, ask if you can be of any help with anything else. Be sure to thank the customer before saying goodbye.
10. Always remember that the golden rule is the best rule of thumb for customer service: “Do to others what you would like them to do to you.”

These are simple ideas to improve customer service skills and attitudes in employees. It’s important to always remember that today’s customers expect excellent customer service and will go where they can find it. Companies lose customers due to poor service. So, offer great service to help retain customers.