Working in a business that relies on positive customer interactions can be challenging. Having exceptional customer service is no longer a “nice-to-have" and can be a key differentiator in the well-connected world of today. The quality of interactions with customers impacts reputation, loyalty, and even the bottom line. Here are some key topics on why customer service is important, elements of customer service, and some things that you can say to help empower and satisfy customers.
Why is customer service important?
Providing high quality customer service is paramount to the success of the business. The number one reason quality customer service is important is that satisfied customers will use the business again. This translates to repeat business, and the retention of existing customers is cheaper than the acquisition of new customers. There will be less money spent on marketing and advertising geared towards acquiring new customers.
In today’s connected world, word of mouth is still important. Viral video reviews can make or break businesses. Unhappy customers are more likely to leave a bad review detailing their bad experiences and are more likely to share those experiences with friends and family. Satisfied customers are less likely to leave positive reviews and share their experiences. It is important to implement a plan to capture these positive experiences by asking satisfied customers to leave a review when they indicate they have had a good experience. If bad reviews overshadow the good ones, that can cast a negative light on your business. Positive online reviews are free advertising, which again underscores the impact of positive customer interactions on the bottom line.
Customers are more likely to pay more for products or services with exceptional customer service attached. People will pay a premium for services that exceed their expectations. They will be more likely to overlook cheaper options when they know they will have a positive experience.
Five elements of customer service
There are five basic elements to providing good customer service. These elements help to establish a welcoming tone to the interaction. They help put the customer at ease to pave the way for a positive first interaction or an empathetic response to a previous negative experience. These five elements are:
Be welcoming, friendly, and respectful
- Your initial contact with the customer will set the tone for the remainder of their experience. If you are negative, appear disinterested, or do not welcome the customer in a genuinely positive manner, the customer will go elsewhere.
- This applies to in-person, email, and telephone interactions.
Responsiveness – how quickly you respond to customers.
- One of the most common things for a business is to fail to respond to customers in a timely manner. We all have experience when contacting a business by email and do not receive a response for days or being left on hold for minutes or hours without any updates on your wait.
- Respond to emails within 24 hours, answer calls within 3 rings, and give the option when holding for an extended time to have someone call them before a specific time.
Ask questions – you can only determine a customer's needs if you ask them questions and clarify what they want. Ask open ended questions like:
- How can I help you with today?
- Have you had any other recent problems or similar issues in the past?
- What is the period you are looking for service in?
Product knowledge – In-depth knowledge of the products and services you are offering to the customer.
- You must have good knowledge of the products or services you are selling, because:
- f the customer asks you questions about the product or service, you can give clear and concise responses.
- Focus on how you can solve the customers’ problems and meet their needs.
Ask for feedback
- The only way you can improve upon your skills is to ask for feedback.
- "Did we meet your needs today?"
- "Is there anything else we can do to make your experience better?"
- Write down the feedback you receive to share with your team and manager(s). It may be uncomfortable to share a customer’s unpleasant experiences, but it is valuable information that is needed for growth.
- If the customer provides positive feedback, ask them to consider leaving a review online. Online reviews help establish and build trust.
Powerful things to say to your customers
Communication can be difficult, especially when trying to make your mundane everyday into a memorable experience for the customer. Using the wrong dialogue at the wrong time can sour an interaction and make it feel impersonal. On the other hand, using the right phrase can turn a good experience into a great one. Here are some powerful things to say to your customers to elevate your customer interactions:
“Nice to meet you” or “Thank you for your call today.”
- Using a friendly tone of voice and a welcoming attitude can kickstart a great customer engagement. It helps to highlight that there are passionate and competent people waiting to assist.
“I would love to understand more about your needs. May I ask you some questions?”
- Asking open-ended questions can help to drill down on the customer's needs.
“Thank you for bringing this to our attention.”
- When a customer provides a complaint or other negative feedback, thanking them for the feedback can go a long way in showing that you care and will strive to remedy this from occurring in the future.
“I understand how you feel. I would feel the same as you if I were in this situation.”
- Use this phrase thoughtfully and often. Great customer service is defined by genuine empathy.
“Great question! I will find that out for you right away.”
- Use this phrase instead of “maybe,” “perhaps,” or “if I recall correctly.” It is uncomfortable to be asked a question you do not know the answer to, so focus on what you can do to get the customer the answer.
“Thank you for being a customer of …”
- A genuine thank you is rare; however, it is a simple gesture that will build stronger relationships with your customers. Do not prematurely thank a customer if they are not currently satisfied with the outcome, focus on getting a resolution first. An early thank you can seem insincere with a displeased customer.
Conclusion
Customer service is an important part of any customer facing business. Not only are you providing value to the customer through products and services, but you should also strive to provide the best customer engagement experience possible. This will not only help you to retain loyal customers, but it will also lead to future customers seeking that top-tier experience. Knowing what to say and when can turn a sour situation into a positive one quickly. And when quality customer service is provided, it can help set you apart from your peers.
