Customers have high expectations when dealing with a business. They want quality, speed, and excellent customer service. If their expectations are not met, they are very likely to move on to someone else. Regardless of your business, there are plenty of others who offer your product or service. Below are some tips on how to maximize your customer transactions:
Develop Your Brand
Your reputation precedes you. Many customers will come to you either through word of mouth or your brand’s quality and reputation.
Determine what your competition is marketing and stand out in your field. Build your brand on one niche. For example, there is a large corporation that sells just about everything. Is a word of that mentioned in their ads? It isn’t. They have found their own niche and a way to stand out among the competition. Their motto is “Low Prices.” That’s it – only two words. And it is enough to get them noticed over dozens of other stores. Provide one thing your competition is not.
Hone Your Customer Service Skills
Excellent customer service should be a given; sadly, it seldom is. Have you ever been in a store with a question only to be briskly told, “I have no idea,” as the clerk walks away? That is not good. The minimum a store employee can do is say, “I don’t know, but if you wait a moment, I will find out.” Have them do that with a smile. The better you train your staff, the better customer service they will provide.
Manage Your Time
Certain businesses, such as doctors or dentists, depend on appointments. These businesses expect the patient to be on time – or early – only to have said patient sit idly for an hour. These people do not feel that they are experiencing excellent customer service. While emergencies can and do occur, train your staff to schedule better. Then, your patients will appreciate and pass around the good news.
Provide Flexibility
Every company or office has its rules, which is as it should be. There are times, however, when flexibility is needed instead of dogma. For example, if a customer complains about the unavailability of a product, offer a discount on another product. Likewise, if a patient calls for an appointment on a busy day, be flexible and squeeze him or her in.
Show Decisiveness
Have you ever been to a store and been told by a customer service person, “I can’t help you. The manager isn’t here.” That’s not what a customer wants to hear.
Give your staff the authority to deal with problems as they arise.
Show Respect
Customer service staff must deal with annoyed and angry people every day. That takes a lot of patience. Regardless of how unreasonable the customer, train your staff to say, “I’m sorry. Let’s see what we can do about this situation.” A simple “I’m sorry” goes a long way to change a customer’s mood and attitude. And he or she will likely return.
Final Thoughts
Every company wants to make a profit from its customers. However, not many realize how much depends on their customer service.
