Here at Executype PA we have pride in our customer service. We believe it is our exceptional customer service to not only our clients but their customers that make us stand out from the crowd. But how do we do that? How do make sure that every customer who calls, emails or comes into the office has consistently excellent customer service?
Well through a lot of experience and training we are able to make sure our team are ready for any enquiry and have the tools to guide them through any phone call.
Here are 5 top tips which can help you deliver exceptional customer service.
1. Make sure to always put the customer first
For example, with customers on the phone don’t rush them, make sure they know they are being listened to and valued. Trying to rush someone to get their information can not only lead to mistakes but make the customer annoyed that you do not seem to care about why they are calling. When you are dealing with a customer make sure to always check before ending a call if they need anything else. Small details like this can make the customer feel like you are taking their needs into consideration.
2. Actively Listen and Be Positive
When you are on the phone make sure to be responsive, show the customer your listening and make sure to stay upbeat and positive with your tone of voice. You will find a customer will begin to match your tone of voice on the phone so if you stay positive you will find the customer will follow. When in person make sure to smile, this might be obvious but when a customer feels welcome, they are much more likely to engage with the service.
3. Know your Service
Make sure you know what you are talking about and don’t be afraid to admit when you don’t know something. Make sure to know your product or service the best you can. Study any FAQ’s to know what customers may require. If you get asked a question you don’t know don’t be afraid to let the customer know, tell them you will find out the answer and get back to them. This will show the customer you are being proactive rather than trying to give inaccurate information.
4. Use Customer Feedback
Show the customer they are important to you and your business. You can do this in many different ways, one way could be to make sure you ask your customers for feedback. Make sure they know you value their opinion on your service and try and use their feedback. When you experience positive feedback make sure to use this to encourage your staff and motivate them to keep up that standard. Negative customer feedback can also be turned in to a positive and seen as a way to improve your customer service. Take this feedback and place yourself in the customer shoes. See how you can make your procedures better for the customer or what training might help staff.
5. Take Ownership of your mistakes
When a customer calls to complain make sure you start by apologising for the mistake. Do not try and pin point blame on someone while talking to the customer. Try and take this negative experience and make it a positive one. If the fault is because of something a team member has done, if possible, try and offer compensation to the client. This could be in the form of a refund or you may send them a new product or offer to redo the work for them. Taking ownership and coming up with solutions for the customer can make them feel valued as we mentioned above. Going the extra mile for this person could be what stops them from writing a negative review about their experience.
There are also many other ways in which we provide exceptional customer service for our clients, with our flexible hours we are always on hand to help our clients and their customers.
If you need help with your customer service, this could be over the phone and via email, processing orders, sending invoices and so much more, do get in touch with one our team members today.