5 Steps to Great Customer Service

Posted by Andrew on July 10, 2015

Thanks to Kya Brewer, our Office Administrator in Waikato, here are 5 great tips for Customer Service success.

Listening:
It’s important that you are mindful and appreciative of any feedback you may receive. Also, customers like to feel as though they have been heard, and all their needs are met. Most importantly, they should be walking out the door with all their enquiries answered and a smile on their face.

Clear Communication Skills:
Also, very important. There’s nothing worse than miscommunication between the customer and the representative. Always make sure you are clear and concise, that way there will be no misunderstandings. Another tip, keep conversations professional. There’s nothing worse than the customer having to hear about your “bad hair day.”

Knowledge of the Company/Product:
Very, very important. Without having the knowledge of the company you work for or the product you are selling, you won't know how to help customers when they run into problems. So make sure you have thoroughly researched your company/product and you are always up to date. Nothing looks better to a customer when the representative KNOWS what they are talking about and have the ability to answer all the customers enquires. If a customer enquires about something and you are unsure, refer to someone who does know or just apologise and say you are not sure. A customer would much prefer your honesty if you are unsure about something than be given false information. ALWAYS research the information you are unsure about, so that if the enquiry may arise again, you can answer it confidently. Don’t forget, we learn something new every day.

Time Management Skills:
You need to be concerned with getting customers what they want in an efficient manner. Customers appreciate a rep who will see their problem through, and at the same time you must prioritise your time management skills. Try not to spend too much time with one customer while others are waiting. Also, try not to appear flustered and/or stressed, keep calm and content. Once you get into a routine of things, you’ll be a natural!

Empathy & Patience:
As we all know, everyone is different. You must know how to handle all of your customers and provide the same level of service every time, for each individual.

These are just a few of the steps to giving great customer service. But the most important one of all is to SMILE! A first impression will never be forgotten