Dos and Dont's of Customer Satisfaction
Here We Go Again
So, you may be thinking, "here's a another typical list of customer service dos and don'ts". Well, if you are working in a customer service environment, you can never get enough of customer service tips to continue doing your best work.
Especially, if you find that over time you lose motivation on a daily basis to provide excellent customer service.Throughout your entire career, it is important to stay up to date on customer service awareness.
When you are working for a company or you have been in business for a number of years you can get pretty adapted to the customers you serve daily, and lose sight of the attitude from where you first started.
First, let's discuss some of the things we should be doing, then touch on the things we shouldn't in order to maximize the best customer service experience.
What You Shouldn't Do:
There are times where you will have customers that may not have a pleasant attitude, or may not be as snazzy as you would prefer.
However, it is not your concern to worry about why they do not like you or why they are dressed or smell that way. Your focus should be on their needs as the customer.
It is important to not get side tracked by what a person looks like or acts like when trying to give the best customer service. Focusing on your task and their concerns is the best way to minimize a wrong interaction.
Make the Wrong Compliments
If you see something you like, and you would like to compliment your customer, it is important to refrain from being overly friendly or pushy.
For example, I was standing in line as I witnessed the cashier give a compliment on a bracelet she liked. Instead of saying, "You have a nice bracelet", then proceeding to take care of the transaction; she wanted to know where she got it, how much it was, and etc. It is a nice gesture to give your customers compliments, but also to make sure you are not overstepping any boundaries.
Leave it up to them to decide if they would like to tell you more about what they have on. That way you will not risk the chance of offending anyone.
Discredit the Customer
There are times when you will work with a customer who may tell you something that you cannot easily verify, or that you cannot seem to understand right away.
It important to refrain from jumping to conclusions or speaking without fully understanding. Let the customer know that you will look into the situation and apologize for any inconvenience.
In this situation it is best to go over the issue more than once using all of the resources you have available and ask questions accordingly. If you are unsure of what to do, contact the next colleague who is able to investigate the problem a little further.
Ignore Your Customer
When providing good customer service, you must always greet the customer upon entrance or if they are approaching you.
This is especially important if you are the first person customer sees when they enter your facility. Saying, "Hello" let's the customer know that you are available to assist them and that you were expecting them for business.
Do not allow your customers to wait for you to finish a task or conversation. If you are busy working on something and cannot assist right away, let the customer know when you will be available to help them.
If you must have a conversation with other colleagues or customers, waiting until break times or after work is most appropriate so you do not offend customers.
You should never gossip about anyone in the presence of your customer. It is best to refrain from gossip all together, but if you must engage in such an act, do so in the comfort of your own space and time. Most customers will not be concerned about your friend having too many drinks last night or who did what and where.
You also never know when you offend other colleagues by gossiping on the job. It is not professional, may cause you to be reprimanded. So keep it professional and save the rants and gossip for when you are off the clock.
Things You Should Do
If you find yourself displaying any of the behaviors above or worse, apologize for your mistake. Apologizing lets the customer know that you recognize that you have made a mistake and you value their service and respect.
Admitting when you are wrong also a common courtesy and display politeness. There is no need to feel embarrassed as we all make mistakes and most customers will understand.
So when you are wrong or make a mistake own up to it, it will help you recognize what you may need to improve.
When you communicate with your customer you are showing them that you care about their needs. When taking care of a customer it is best to give them your undivided attention for effective communication.
Letting them know about any additional services you are providing or any shortcuts that will help them with your services, is a great benefit for them.
Even when your customer displays a concern for a product or service, tell them more about it, so that next time they will know how to use your services more effectively.
When you are assisting customers, it is important not to rush the transaction. You must have patience and take your time to minimize any mistakes.
Rushy transactions can also come off offensive and may show that you have little time to deal with the customer.
Sometimes you may have other things to attend to, but taking your time will ensure that every task is done effectively.
Thanking the customer is always a great deed for excellent customer service. It shows that you appreciate them for using the company.
You want your customers to know that you value their business and want them to come back again.
Whether it is a small free gift or a simple "thank you", your customer will feel more valued and respected. You will also put out a good reputation so that maybe you can be rewarded for your great service as well.