Providing quality products or service is important in building your brand’s image, but it is exceptional customer service that makes a client stay. Communication is not only essential in the marketing aspect of your business, it is also vital in how you handle customer queries and complaints. How you communicate with customers and deal with their inquiries says a lot about your brand.
With excellent client service, you will enhance your company’s credibility and even generate more customers. To give your clients the best service, below are tips to keep in mind:
Be Extremely Familiar With Your Product
In order to help a customer, it is only necessary that you know your product like the back of your hand. Customers put their trust in people who can help them with their issues, and in those who can provide them with concrete solutions. To be able to think of solutions and answer a client’s query, knowing every angle of your business, how it works, and its limitations will help you provide just the right amount of help without over-promising anything. By being knowledgeable about your product, you can create realistic and achievable solutions, which will help you earn your customer’s trust and build your company’s credibility.
Create customized Solutions for Different Clients
This goes for businesses offering a single product or ones with variants. Since you will cater to different customers, you will also be dealing with various personalities. Even though clients come to you with diverse issues, there really is only one goal, which is to find a solution that will suit their needs. Most of the time, clients are met with generic responses that say their issue has been given a ticket, but there really is no guarantee that their ticket will be opened again or stay in the queue forever.
Customers will appreciate it if they can talk to someone who can actually help them solve their problem, and you can do this by showing your human side behind the generic responses. By updating them on how their ticket is being resolved or by giving them ideas on which steps best to take to solve their problems, you are already giving your clients outstanding customer service.
Go the Extra Mile
Even with the greatest service you can possibly offer, there is no guarantee that you’ll be able to please all your customers, but there are still things you can do to overturn the situation. To turn a bad experience into a good one, you can go the extra mile by appeasing an upset client with complimentary gifts or by simply catering to their needs as long as it is within your business’s ability.
For instance, a window cleaning business can offer excellent service by simply adhering to their client’s busy schedule. Sending complimentary gifts, vouchers, or promotional codes your customer’s way are fail-proof techniques that can show your clients how much you appreciate their patronage. By going extra, your good service will eventually make its way throughout your client’s networks and earn you more loyal customers.
Clients appreciate customer service that answers their queries or solves their issues within the same day their tickets have been filed. This will not only do good for your clients but will also be great for your business. By immediately attending to your client’s needs, tickets will not pile up, giving you more time to attend to other tasks other than you having to spend hours answering queries and troubleshooting issues.
Build Customer Rapport
To build great communication, you must first create a positive atmosphere wherein your client will feel relaxed while talking about their issues. Building customer rapport involves asking them things that can be the start of a light conversation, but at the same time, will also allow you to smoothly herald the reason for their call or email. Immediately plunging into the issue will save you time, but it will also make your conversation start on a bad foot since it can give the exchange a tense atmosphere from the get-go.
For example, ice breakers, like asking their names or inquiring about the weather are great starts to a friendly conversation. Being empathetic and carrying on a tone that shows that you’re listening attentively to your customer will also encourage them to speak in a more confident and relaxed way. To maximize your time, you can start looking at solutions to their problems as you speak and give them real-time updates on how their situation is going.
Dealing with different kinds of customers can be draining, but it is a task that every business must do. Customers are vital to any enterprise, and being able to provide your clientele with superb customer service will not only gain you patrons, but also a trustworthy reputation.