Following the hugely positive results of our recent customer service survey, we’ve taken it upon ourselves to share some of the secrets to our success.
Customer support is essential to keeping your business going and your customers loyal.
While every company has their own way of showing it, there are always the essential rules to keeping your clients and customers super happy with the services you provide.
If you are looking to improve your customer support or looking to start a new business and need to know how to start, take a look at these helpful hints that will put you on the right path to keeping your customers happy and your company healthy.
Keep your customers informed
Whether it’s by email, post or phone call, keep your customers notified and answer any of their queries immediately. The last thing a customer wants to do is wait and making them wait could cost you their business. Even if you don’t have an answer for them straight away, notify them that you have received their query and will get back to them as soon as you can. That way they know they are not being ignored.
Be completely honest
Don’t feed your customers a pack of lies as you will get found out eventually. If your company are the ones who made the mistake admit, and deal with it. Pulling the wool over their eyes makes them angrier and they will find someone else to do it for them.
Have a little respect
You may find that sometimes your customers or clients ask a silly question and as a result you may appear rude or ignorant in your response. It might be simple for you but they are the customer asking their service provider for help and so you should give it to them. So don’t patronise them. If you have a rude or hostile customer who is giving you a hard time, don’t stoop to their level. Remain calm, help them if you can and they will eventually calm down and possibly apologise.
Don’t doubt your customer
A customer may explain a problem over the phone which you know is technically impossible but that doesn’t mean to say they don’t have a problem and have made it up. Try and work through their problem, asking them questions until you figure out a solution. They will appreciate the time you take out to do this.
Don’t leave any questions unanswered
If they ask you 20 questions, answer 20 questions. It’s that simply. It’s understandable that you may be busy but taking the time to answer a query properly in the first place will save you less aggro later down the line when the customer complains about your lack of respect and interest in their query.
Check, double check and triple check the question and your answer
If they ask you a question and you don’t understand, don’t be afraid to ask for clarification. Thinking you know what they mean doesn’t help anyone and they will only come back asking for more.
Be precise with your response
When explaining to your customer what they need to do, make sure you tell them how to do it. Don’t assume they will know what you mean and give a detailed answer so that they feel satisfied with the response.
If you make a promise, then don’t break it
If you tell a customer you will get back to them, then do it. Write it on your head, your diary, anywhere so that you remember to do it. They will wait for your response and they will be angry if you don’t contact them.
Be human
You are not a robot so don’t act like one. Speak to people politely and be friendly show them you are human and not just a support-giving machine.
At AccessPlanit we are dedicated to providing a loyal and highly efficient customer service support so that all our customers are happy.
We have trained all of our staff to the highest level and they are on hand ready to take your call on 0845 5430229.