- Effective Customer Service
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We have all had it happen to us. You buy a product, get it home, and something is wrong with it. Sometimes you might not have discovered the flaw for some time after the purchase – maybe you stuck it in the closet and didn’t bother to open the packaging until months later. Haggling with sales clerks is not picnic – so keep that in mind when you employ customer service in your business.
Is a refund for a defective product (whether you believe it to be defective at the point of sale or not) worth losing the respect (and business) of even one customer. Businesses work hard in order to get customers through the door; the last thing you want is a dis-satisfied customer running around telling their friends, families, coworkers – or anyone who will listen – what a poor establishment you have.
Whether or not it is true, the customer is always right (even when they are obviously wrong) – and this philosophy will win you accolades in the customer service department and keep your customers satisfied, happy, and most importantly, returning to your business time and time again as a result. Let the customer think they are wrong one time, and you’ve lost that customer for life – and received some unwanted negative word of mouth “advertising” about your customer service abilities like a led message signs.
When dealing with the public, it is crucial to listen. That is right- listen, not hear, what your customer is saying. Sometimes people have a difficult time being heard and getting their point across. Effective listening is a must.
Once you have discerned what the problem is, you must show empathy with their plight. Make them know that you understand their problem. Repeat it back to them if you need to. Let them know that you understand and will do everything within your power to help them with whatever their issue is.
Now that you have listened and showed empathy, you must let them know what their options are like a led open signs. If it is something as simple as returning a defective product and they can get a refund or exchange it, then let them know their options. It makes the customer feel like you are giving them the power in this situation and easing their mind.
Once they decide what action they would prefer, if it is in your power, make it happen. Make sure that if you are not able to make it happen that they know the reason and if someone else in the company may be able to help them then make sure that you put them in contact with the correct person.
Make sure that when the customer leaves you that their issue is either handled to their satisfaction or you have put them in touch with someone who can handle it for them.
If the customer leaves happy, then you can be sure that they will be back in the future. If the customer is not happy when they leave, they may not come back and they will most likely complain about your business to other people as well, which could have a definite negative impact on your business. In short, when a customer has issues, remember to treat that person not just as a person, but as you would want to be treated in the same situation.
