Customer service is an area of business that many business owners struggle with. The principals that you should follow are really quite simple and logical and if you stick to them religiously in your relationships with your customers, you will emerge triumphant.
Customer service, whether it is in person or online, follows the same basic principles, with only a few differences. The definition of customer service, according to Encyclopedia Britannica, "…involves an array of activities to keep existing customers satisfied." If you ask customers (in person and online) their opinions, they will feel valued. If they give you suggestions, you should try to use most if not all of them.
One of your most important driving forces when it comes to your customers is developing a true understanding of what is important to them. If you demonstrate that you care enough about them to make that a top priority, they will return to you over and over again.
The only way to really understand what is important to your customers is to ask them. That is why surveys are so important to the success of your business. Defining your customer's experience depends, to a large degree, on the sort of business that you own. If you have an online business, your customer service will be based on the ease of navigation of your website. If you own a business where you deal with customers face to face, accessibility will be one of the most important factors that determine your business's success.
One of the most basic questions that you must ask yourself when considering how to approach customer service is "Have I educated my staff appropriately to deal with our customers." If the answer is "no," an immediate crash course is definitely called for.
In addition to verbally communicating to your staff on how to treat customers, you should have policies and procedures that are written down and that you and your staff refer to on a regular basis. Of utmost importance is a firm knowledge about you and your business. If you don't understand how to communicate that, how can you expect to impart it to your customers and potential customers?
The following are principles that you should follow when serving your customers. It is a foolproof method that has been proven over and over again to work.
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