Wednesday, April 9, 2008

Ten Tips For Excellent Customer Service

I have ten excellent tips for good customer service which are as follows:

1. listen to you customer. Always listen to your customer because they will always give you clues about how to provide good customer service. Sometimes a customer will call and ask why they have to wait on the phone so long to talk to someone. This may be an opportunity for an idea. Perhaps the call center is not properly staffed and such a thing should be brought to managements attention. Customers can call for a variety of reasons,for instance they call their banks inquiring about an overdraft charge. This might be an opportunity to offer a product like overdraft protection. Listening is so important because that is when you get all the details and facts. Once you have heard the customer then and only then are you able to provide good customer service because now you are sufficiently armed to dismantle any problem they may have. This helps to create good will and the customer will be more likely to stay with your company.

2. Always keep in constant contact with your customers. This can be done through the mail; by email; newsletters and by the phone. Let customers know about new products and services and any promotions that may be going on.

3. Offer the customer a free product or service for being a valued customer

4. Get as much information about the customer as you possibly can. You should get their name, address, birthday, place of employment, anniversaries, and the names of their children. The more information you have the better you will know your customer and this puts you in a position to acknowledge and recognize the customer. You cannot believe the excellent customer relations you establish once the customer realizes you are care about their well being and other interests. If at all possible send your customers a card on their birthday or anniversary.

5. Have a customer appreciation day. Have refreshments and celebrate the customer.

6. If a customer has a gripe or complaint you need to take ownership of the call. Mr. customer I apologize for the inconvenience. I am surprised that happened . We are normally efficient and effective but I can assure you that I will resolve your problem. My name is and my extension is 2345. Once everything is corrected I will call you and let you know. Or you can call in approximately 7 business days and I will note your account so that when you call any representative will be able to answer and let you know the status and if you would like to speak with me personally ask to be transferred to my extension. If your call gets transferred to a voice mail leave your phone number and I will call you back. Always make the customer feel confident in the fact that you will resolve their issue.

7. Organizations need to constantly upgrade their level of customer service. Have training classes on customer service so that future problems can be resolved.

8. Get everyones input when resolving customer service. A. You need to get input form employees at every level. Then ask the question how can we as a team provide better service? It's the employees that handle that job day in and day out they will have some viable alternatives for world class customer service.

9. Have the right attitude. Customers always appreciate it when a representative smiles at them.

10. Establish rapport. Customers like it when representatives talk to them and ask how their families are doing as well as other personal matters. This shows they care and are concerned and makes it easier to offer other products once a relationship has been established.

To Your Great Success

Mel Richardson

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