Start by smiling.  This is very important in face to face encounters, but just as important over the phone.  Did you know that you can hear a smile?

Next, make sure to use the appropriate respectful greetings and do not use slang or general terms when referring to customers, like “Hey guys.”  In the initial interaction, be proactive and ask how you can help or be of service to them.  Then, actually listen to the response.  Be attentive and take notes if you need to, then repeat back to the customer what you understood they needed before proceeding.  This is a basic, yet effective business communication skill and not used often enough in customer service settings.  However, if your aim is a happy customer, then this technique can resolve many misunderstandings and miscommunications before they even start.

Excellent customer service often calls for patience and an open mind.  While it’s all too easy to judge a customer based on age, appearance, the way they talk or attitude; refrain from making assumptions about the customers. Delivering great customer experiences means that everyone is treated equally and with respect.  This includes keeping your cool when a customer is being sarcastic or rude.

When situations arise where the customer is upset, have your staff take responsibility and apologize.  Remember, it is current situation they are in that is making them upset and not so much you personally. Then empower them to make decisions on their own regarding refunds or free products to give away.  Always take the high road and offer customers more than what they were asking for or expecting.  It does not have to be significantly more, but just showing that they are important with a small gesture can go a long way.

Have systems in place for dealing with the changing marketplace and developments.  This can be done by implementing in house training or utilizing online training for your industry.  It might not be a bad idea to also have yearly training on customer service standards as a reminder for everyone.

Make sure to be consistent in your message to the customer.  Let them know that a happy customer is the aim of the business and then act on it.  It may be helpful to have regular meetings with your staff to see if they have any ideas that can be implemented to increase customer satisfaction.  Often, asking for feedback can really open up the channels of communication and help everyone feel like they are on the same page.

Also, lead by example and treat staff as the internal customer that they are.  If they feel that their contributions are recognized and appreciated, they are then motivated to provide that same appreciation and attention to the customer. Excellent customer service really relies on the basics being delivered in a sincere and consistent manner.

Peace & Prosperity,

P.S.  Feel free to share any customer service experiences you may have had, good or bad, in the comments section below.

photo credit: doo3

Effective Business Communication: Why Is It  So Important?

Businesses communicate to find out customer needs and to show that they are listening and have the answer to those needs.  It is as simple as that…in theory.  The truth is that effective business communication requires a certain skill set to determine the customer needs and then deliver on that information.

The basic skill set requires a genuine concern for the customer and their request or issue.  Smile and speak clearly with an upbeat tone.  Be sure to offer help and act as if you are happy to be helping them.  If more information is needed, be polite and ask using ‘Please’ and ‘Thank you, ‘never make demands.

Good Listening Skills Payoff

Listening well may be the true difference between successful communication and unsuccessful communication.  A business needs to make sure that it is truly listening to the customer needs and desires and not just paying attention to what they think the customer wants.  Use echoing whenever possible by listening to the customer and then repeating back to them what you heard as their request or issue.  Take notes and make sure that you are knowledgeable about the company’s operations and the ways in which you can help the customers.  This will allow you to not only deal with the situation or request at hand, but anticipate other needs or wants that may be related.

An upset customer is the most difficult to really talk to.  Most times it is best to be patient and allow them to vent first.  Really, what they are wanting is to be heard and to have their feelings validated.  This is not personal, although the customer may use personal language.  When a customer is angry, this is the time to really try and understand the details of the situation by listening carefully.  Be cautious with your timing on using the echoing technique in these situations, as that may aggravate the customer even more.

Always apologize and let the customer know that you care and are here to help.  It does not matter if there was no mistake made by you or your company, the customer needs to know that you care and are listening.  Once you really understand the situation, you are then in a position to help and either explain what is going to happen next or make it right on the spot.  You can validate their feelings and express sympathy by letting them know that you understand how frustrating the situation is and that you are sorry they are having these problems.

Try to come from where the customer is in any situation and you will succeed.  Often, using good listening skills is a sure way to understand the customer and get to the bottom of their wants and desires.  Once understanding has taken place, you can either explain the situation or take the necessary actions to satisfy the customer.

Practicing and utilizing effective business communication requires some patience and a genuine concern for finding out what the customer needs.

Peace & Prosperity,

photo credit: lidge_34

As we went spent days going from dealership to dealership, it became very apparent to me that many in the auto industry can use some training in customer service and marketing.  I understand that car sales people get a bad rap from the get go, but my recent experience confirmed for me that they’re all about the sale and are clueless when it comes to really understanding what the lifeblood of their business is.

Customer service is defined as, “the provision of service to customers before, during and after a purchase” and further described as, “a series of activities designed to enhance the level of customer satisfaction.”

A good salesperson can no doubt sell anything to anybody, but can they get the customer to come back and buy again? Unless you can get some of your customers to willingly come back, your business may not be profitable for long.  When a HAPPY customer leaves your store or website, they are more likely to spread the good word and return at a later date to buy again.

I believe that the basis of good customer service is creating relationships with customers.  A relationship that, “they” feel “they” would like to pursue.  It’s a proven fact that people buy from those they Know, Like, & Trust.

While the following quote by Elbert Hubbard may sound cold at first, it speaks the truth.

“We make our money out of our friends. Our enemies will not do business with us.”

To get to the point of how customer service can make or break a deal, my friend found a car she was willing to purchase. She went as far as putting a down payment on the car and started the process to have her car insurance switched over.  Until, everything about her customer service experience began to go sour.

• Her questions were not being answered.
• She felt they were playing games – changing rates, terms and monthly payments.
• She felt she was being perceived as an uneducated consumer.
• They hung up on her – rude and unprofessional.
• No apology after the hang up, a call back later to talk, but NO apology.

In summary, they failed to establish the “Like” and “Trust” factor and they failed to do business according to the Ten Commandments of Great Customer Service

No stranger to poor customer service, it definitely plays a HUGE part as to where and with whom I do business with.  I have no problem walking away from a deal or ending a business relationship because of the manner in which I am treated.  Equally true, I have no problem promoting good customer service.

Businesses must realize that customers pay their salary and without customers, they would have no business.  People don’t buy products or services they buy solutions to problems.  Trust me when I tell you, if you’re not the one to solve their problem satisfactorily then your competitor will.

Peace & Prosperity,
Andrea Chin

Photo credit: jm3

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