Basics of Customer Service

Satisfying your customers is a lot of work, but when you consider how hard it is to get them in the first place, it can be work well rewarded.  In addition to being polite, friendly and personable (where possible), maintaining positive two-way communication is the essential ingredient to any customer interaction.  Here are some basic tips on customer service that will set the stage for a great customer relationship.

1. Be honest, but be resourceful.

Most managers are trained to say “yes” to everything a customer asks.  While it pays to be positive, in the long run, it pays more to be honest.  There may be customer requests which will not make sense for your business.  So, be honest.  Know what your business can do and what you cannot do – profitably.  And if you don’t know an answer, be honest and tell the customer that you will find out and get right back to them as soon as you can find out.  However, before you say no, be as resourceful as possible.  Try to find a way to get things done.  Remember, it is the little things that customers will recall.  How you handle their requests and solve their problems will help you build the kind of long-term loyalty which keeps them calling.

2. Listen carefully and you will learn something.

The key to customer communication is to give them every opportunity to say what is on their mind.  They will tell you what works – and what doesn’t work – with your products, the shipping, your billing – any facet of their interaction with your company.  In terms of your company’s next product development or change, your customers will be happy to tell you how your products and services work for their business and what your company can do to make the next sale.

3. Keep careful notes.

It pays to keep careful notes of each customer call and files of all communication.  It will be important for your service representatives to know how well you are solving that customer’s request – or repeated requests.  Invest in software that allows you to track such items as the number of repeat calls; the average response time on calls and orders and the different forms of communication with the customers.  This software should allow your CSR’s to note, be linked to or be able to access sales and repeat sales information as well.

4. Keep your customers' hours.

Part of great customer service is to be available when your customers need your help. Most US companies are able to juggle the three hour spread in usual business time zone hours which is part of doing business in the Continental United States by staying open an extra hour or two.  If you are going overseas with your newest sales efforts, be aware of the requirements necessary to support not only the sale, but the customer service that will come from that sale.

5. Establish multiple channels of communication.

Make sure that your CSR’s are easy to reach by whatever means of communication your customers are using.  Telephone, email, fax and Web interface are all essential channels in this day and age.  In fact, email and web interface service is generally more accurate and less costly than other forms, albeit less personal.  Use those channels to communicate complex issues and then follow up with the expert human touch.

6. Know your products and services – very well.

Make sure that your CSR’s really know the company’s products and services – or know who to speak with when asked about complex issues.  Have product managers and sales people meet and train regularly with CSR’s so they open two-way internal communication.  This increased level of communication will empower your company’s organizational knowledge and impress your customers with the efficiency of your operations.  Also make available to your CSR’s any industry or trade periodicals so that they can stay on top industry. You will want to know what your customers know about your business.

Even if your business is known to make quality products, make sure you also provide the best service possible.  If you pay attention to the little things, your first customer service impression will not be the last.