Without quality customer service, customers' satisfaction and experience from a company's product or service is incomplete. Businesses that provide good customer service are able to retain more customers, improve their product or service quality using feedback, and earn a better reputation in the industry. According to the Montgomery County, Maryland government, quality customer service includes communicating well with your customers, grasping their needs and fulfilling them, and ensuring that they can trust your business with their feedback and concerns.
Put the customer first. In many scenarios, it might seem that the customer is not in the right, but the key here is to assume otherwise, and act on the phrase “the customer is always right.”
Value every customer no matter their account size. It might be reasonable to provide high levels of customer service for more lucrative business accounts, but you should apply the same standards across the board to all accounts.
Stay ahead of customers’ expectations, because that can give you an edge over your competitors. If you foresee a certain change in how customers perceive the product/service should work for them or any aspect of product support that could eventually become an industry standard, apply it today. This will not only give you a competitive advantage, but also allow you to ensure that small problems don’t have to grow large, making them untenable, before you solve them.
Enable an open environment for feedback, especially on the quality of customer service. If customers can openly express their positive and negative concerns about the several factors in their relationship with the business, they'll bring their concerns to you rather than directly factoring them in their decisions. This gives you the chance to mend any problems and focus on the positive side.
Act on the feedback provided by your customers. This is important because it allows customers to trust you with their thoughts and concerns. Be sure to take both corrective and affirmative action to negative and positive feedback, respectively.
Make sure you always treat your customers with respect and an open mind. Always ensure that feedback given by customers is heard by the right people so future complaints and issues can be avoided.
If there's a fault with the product or service you're providing customer service for, customers might easily get upset and might be difficult to converse with.
- customer service image by Kurhan from Fotolia.com