Are your customers truly happy with the type of customer service your company provides? Are there some key elements of your customer service style that needs improving? How do you really know if you’re an excellent customer service provider or not? Let’s complete the sentence that is the title of today’s blog, shall we? You know you’re an excellent customer service provider when…
You do more listening than you do talking.
It’s so vital to address your customers’ concerns and answer their questions correctly…the first time! You can only do this if you know exactly what it is they’re concerned about and exactly what it is they want to know. Don’t ever assume. Listen closely and be sure to pinpoint precisely what it is that will satisfy your customer at his/her first point of contact. As Susan A. Friedmann explains on TheBalanceSMB.com, being a good listener is a staple of great customer service.
“Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying,” she advises, “Listen to their words, the tone of voice, body language, and most importantly, how they feel. Beware of making assumptions, thinking you intuitively know what the customer wants.”
You display excellent brand knowledge.
It almost sounds nonsensical to even have to suggest that a customer service agent knows the product or service he/she is selling. But, far too often, companies hire people and don’t provide them with adequate training before throwing them to the proverbial wolves. Ensure that your customer service agents have the ability to display expert knowledge of your company and all it has to offer. Consistency across the board is key.
“The mistake many companies make is to hire employees who are unfamiliar with the subject of their business,” writes Jerome Collomb on MyFeelBack.com, “You need to make sure that the employees in your customer service know your brand, the company, and its activities. This is the only way that will enable them to effectively answer questions, solve problems and deliver value to their actions.”
You respect your customers as people.
Too many businesses make their customers feel like numbers, dollar signs or simply pawns in a game. Customers, quite obviously, are human beings. They are people with feelings as well as legitimate concerns, needs and wants. It’s important to show that you respect the people who are even considering supporting your business. As Friedmann encourages, it’s important to treat customers as individuals.
“Always use their name and find ways to compliment them, but be sincere,” she instructs, “People value sincerity. It creates good feeling and trust. Think about ways to generate good feelings about doing business with you. Customers are very sensitive and know whether or not you really care about them. Thank them every time you get a chance.”
Please don’t hesitate to contact MeloTel today for a dose of our customer service style! Give us a call at 1-888-MELOTEL or use the Live Chat feature on our website and be sure to ask us about our cloud-hosted Commercial Phone Services!