Customer service skills matter. Most companies say, “It’s often cheaper to market to existing customers, as it can cost up to 5-8 times more to attract a new customer, than it does to keep an existing one”. So, it is incredibly important to be customer friendly and help them to have an easy and enjoyable experience with you. Without customer service skills, your business may risk losing premium customers.
Here we’ve rounded up 11 best Customer Service Skills, that every business owner must possess and deliver a WOW experience to the customers.
1. Great Communication Skill
Whether you are communicating personally or digitally, first impression counts. And this is why, the moment a new customer comes, you need to make the customer comfortable with your communication. It is important to be careful about what you or your employees are communicating with the customers. Make sure you are conveying the right message about the company, and getting the proper feedback of customers is very essential. At the same time, employees must know when and how to speak with the clients. They need to be simple and polite in a way that people should not discontinue with you due to any misunderstanding.
2. Be a great listener
Have patience and listen to the customer. Show your empathy while they reach out for support in a confused and frustrated status. Ask questions and summarize the replies of your customer and provide them the best possible solutions. This will surely make communication better, simpler and effective for future business relations.
3. Keep Your Word
Always keep your word what you have promised to your client. Customer’s experience from the service provider lies high. Any negative experience, can make a set back for your brand and business. So it’s important to support customers on every step and be in their good will.
4. Be An Actor
There are people, rather clients, who will not be happy even if your best effort is given. Those creepy, out of control situations have to be managed with your ultimate “SMILE”. Discuss and train your staff to deal these moments with utmost care and do not hesitate to lie to prove your customer as valued one. Your “I would be glad to do this for you” attitude with a friendly smile (irrespective of your feeling inside) will encourage the customer to visit again to your place.
5. Validate Customer Demand
Be confident over the phone and in person while communicating with a customer. Try to avoid situations that could lead to an argument. If a disagreement arises, put your effort to understand the customer’s frustration before you come to a solution or find a way out. Your cool attitude towards the customer demand will help the customer to build the impression that you are actually willing to help and resolve the issue that s/he is facing.
6. Be Positive
Using positive language is motivating and the best way to reach your customer. Communication in negative may cause an ill impression in your customer’s mind. Conversation from negative to positive nourishes customer relationships.
7. Maintain Quality and Service
A quality product is always the first choice for the customers. The more you add quality to your product, the more customers will love. Delighted customers also like to deal with good natured and compassionate business owners. If the product is substandard, though you are well mannered, customers may not rely on the product to consume.
8. Special Opportunities For Privileged Customers
It’s awesome to make feel your customer “WOW”. You can do this by offering some customized plans as per your VIP customer’s need. This will make them feel special and bring you the benefit of good business opportunity along with good reputation and brand success.
9. Do Not Forget To Thank or Congratulate Your Customer
Take the opportunity to feel happy your customer whenever possible with appropriate greetings. Wish them virtually via social media or with small gifts when they meet their goal (where you also may have you a bit of contribution with your service assistance).
10. Win the Trust Of Your Customer
Make “TRUST” as one of your business strengths. You may be the one whose name people had not heard before. But the testimonial from the influencer will make the big difference. Influencer’s endorsement will bring much more respect and faith to your business. Though many customers can not prove themselves as trustworthy, there will be more who significantly come under the label of “Loyal Customer”. Pay high attention to this group and always try to get their honest feedback about your products and services. Make them aware when there is any change in your organization (if it is relevant to them) and also let them know that you expect the same communication from their end as well. This will lead to a transparent business relation. This practice will surely be prove as a healthy business relation.
11. Value Added Service
People love to get something extra. If you can provide them with little more than what they are sure of getting, the little extra will make them appreciate you. For instance when a customer visits your place with his/er toddler, and any of your person takes care of the baby while you are communicating, it’s a great relief to the customer. Or in a different situation when your customer comes accompanied by a partner, your arrangement of a bookshelf or a play station can engage the other person while you both are busy in the business discussion.
There are endless ways that keep your customer happy and they will stay with you. Customer service is a dynamic aspect of your business. Your investment of some extra effort or few good words will retain your customers irrespective of nature of your business and size.
Would you mind to try these out! Here is an example.