The saying "the customer is always right" is one to strike fear into many customer service staff, but the saying is only true from one perspective.
Making the customer think that they are right and them actually being right are two very different things, and distinguishing between the two is one of the finer nuances of customer services.
Those hoping to take their customer service skills to the next level know that customer relationships should never be left to chance, and as such there are some tips that can help people climb the career ladder.
Stay on the pulse
Gauging a customer's happiness level is vital every time you interact with them, whether in person or over the phone. Initiate a quick discussion to determine how they are feeling and, as you begin to build a relationship with a customer, consider offering a short survey or comment card. This can demonstrate to customers, colleagues and competitors alike that you will continually improve your service.
Establish a system of customer service definition
Different staff will have different definitions of what customer service is. While many organisations will assume that everyone is on the same page, not everyone knows the significance of customer service and what it means to customers and the organisation. As everybody has their own interpretation of standards of service, it is important to consult colleagues and adapt your approach accordingly.
Understand customer obstacles
Many employees struggle to remember what it is like to be a customer of their own business, and as such observation is the keyword here - it is important to watch customers' movements and behaviour and look out for key signs, such as whether they are annoyed or bored, and pay attention to their tone of voice or body language, if dealing with them face to face.
Look at the numbers
Data doesn't lie, and so collecting any and all information on customers can be a valuable tool. Using this information will play a pivotal role in keeping customers connected to the organisation, with the aim being to ultimately add value, rather than bombarding them with information. As customers have already shared their information with you, it is important to give something back, which could be anything from a periodic email giving hints and tips, to an occasional courtesy call.
View customer service as a sales driver
The best time to introduce a customer to the greater benefits of a product or service is at the point of sale, and so customer service personnel should strive to fully understand any perks offered, which could be communicated in a comfortable and conversational way. Remember that helpful conversation with a customer is not the same as a sales discussion, so try to speak to customers like an adviser, not a salesperson.
Measure success
Although every business is different, one thing that all of them have in common is the need to keep customers happy and also keep them coming back. As such, determine core customer service measures of success. If you have an established survey method, the results should be used to drive understanding of where you can and must improve. Just remember that measurements must be meaningful and improve customer service, and should not be used for the sake of it.
