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

Listen to your customers and Respond to their needs - Give Them What They Want.

• This can be accomplished by having direct conversations or by visiting forums and discussion groups. Bottom line, do some research to learn more about the needs and wants of your target market.

• Look at complaints as an opportunity to improve upon your service and/or product. Ask your customers for feedback and then act on them. Learn from your customers and remember, there’s always room for improvements.

• Make it a habit to over-deliver. Go the extra mile to provide great value and great service. WOW your customers every time. This will result in a happy and satisfied customer and loads of referrals.

• Return phone calls and answer emails from your customers promptly. A quick and friendly response could easily turn an interested prospect into a paying customer.

• Always be courteous, friendly and helpful; even to the most unruly customer. You never know what kind of day they may be having or what they may be going through. As hard as this may be at times, your kindness may very well turn a doubtful spender into a lifetime customer or better yet, make their day.

• Be Authentic and Genuine. Show by example that you truly care about your customers.

There are plenty of businesses out there that care more about the money and less about the customer that if you practiced these relationship marketing strategies you could easily overcome your competition.

Are you starting to see how Relationship Marketing can work to your benefit? Who wouldn’t want to do business with a company like I just described above?

Knowing how to use the resources you have is a tremendous asset in any business. So don’t let company size and budget stand in your way when it comes to effective marketing strategies. Not all effective marketing strategies are costly and in fact, many can be carried out on a small business budget.

One very effective marketing strategy that will cost you more in time and effort than money and yet have a tremendous payoff is . .  Relationship Marketing.

• Get to know your customers by paying special attention to their needs and always providing value and great service.
• Treat them as the valued customer that they are rather than just another sale.
• Listen to their complaints as opportunities to better serve them.

Believe it or not, people don’t buy information and people don’t buy what they need.

People buy from the emotion of solving a problem or relieving a pain and people buy from those they Know, Like and Trust. Solve that problem, find relief for that pain, and establish yourself as a company that cares and can be trusted and you’re sure to grow a profitable business.