In such a
tight a challenging economy, customer service is often the differentiator. Why do I say so? There will always be competitors with lower
price. Yet you become unbeatable when
you earn the trust, loyalty and the devotion of the customers, clients and
constituents. All these can be done
through delivering great service.
An
organisation does not need million of dollars for marketing budget or even a
large number of staff to deliver great customer service. Whether the
organisation consists of 1,000 employees or just one, we just need one who can
deliver the kind of knock-your-socks-off service, which will boost customer
loyalty and grow your business.
Below are
some ways to deliver great customer service- base on my working experience.
1.
LEARN AND USE THE NAMES OF YOUR
CUSTOMERS WITH A CHEERFUL SMILE
It is a universal sign of friendliness and transmits your desire to being a
brand new relationship that can last a life time - first step to an ice
breaking scenario. Taking pride in knowing or acknowledging every individual
customers and pronouncing it properly is what it takes. This not only shows
respect, it also shows how much you value them as your customer individually.
Example: “Good Luck, Mr Ng.” This makes the
day right for your guest, especially when guest approaches counter after
purchasing levy.
2.
USE MAGICAL WORDS AND PHRASES, LIKE
SAYING “THANK YOU”
In addition to hearing the names, customers love to hear words and
phrases like: "We are sorry",
"We will take it into consideration",
“Let us fix it for you", "It's my pleasure to serve you" and
"We are glad to serve you".
The next most important phrase after "We
are sorry". Always thank the
customer for their patronage and referrals, and for taking time out and courage
to feedback on our service. Take this as
a favour and compliment- now you know why customers leave your organisation and
how to solve this problem right and then.
Example: “Thank you Mr Ng for your feedback.
We will take it into consideration.” This sentence is useful especially when
guest complaints.
3.
LISTEN AND READ ACTIVELY
Listen actively includes listening
with your ears, eyes, mind and heart.
Use body language to convey comprehension, agreement or
consternation. Give eye contact and avoid
distractions, and let your customers know they are being heard by simple body
language gestures.
Example: A nod of your head to show
acknowledgement for your understanding to guest’s queries and feedbacks.
4.
REPLACING NEGATIVE LANGUAGE WITH
POSITIVE ONES
Keep employees focus on the positive attitude in resolving customers'
problems. Emphasise on what you can do
instead of telling customers what you are unable to do, or what is
unavailable. When this positive message
is brought across to customers, they will be less agitated.
Example: When guest ask questions that you
do not know, never say “I don’t know” for an answer. Use other alternative way
such as “Let me get more detail on your query.”
5.
ASK YOUR CUSTOMERS WHAT ELSE AND WHAT
MORE CAN YOU DO FOR THEM
As simple as asking customers how you can serve them better. Many times your customers will offer insights
into what you can improve, expand and grow with them. But the most important is to listen and act
upon this information.
6.
HONOUR THE DIVERSITY OF OUR CUSTOMERS
Learn about their culture, religion and values. Show them you respect and
appreciate their needs, preferences and desires. Don't
assume that "1 concept fits all" because there is a vast
difference between nationality, religion and even generations. Assumption kills at times.
7.
GIVE CUSTOMERS LAGNIAPPE
Give customers a little extra.
Give customers more than what they are expected...a treat, bonus or
unexpected surprise. Better still, a 'WOW'
experience.
Having to know and understand the concepts above takes less than an hour,
but having to practise it takes a long time.
But again, with such concept in place, you will have loyal customers for
a lifetime.
Example: When guest ask for a direction,
offer to walk them to their destination with sincerity.
With such mathematical calculation, having to learn and practise the
above ways is worth the try.
No comments:
Post a Comment