Caring for our customers is critical to sustaining our business. Good customer service is the backbone that every business needs to stay on its feet.
Customer service and satisfaction must be the foundation of our actions if we want to improve every day. Some time ago we published an article about how we can learn about our customers’ satisfaction and in this way to generate a good Commercial Monitoring with our clients.
In this article I want to explain the rules I have always followed to provide good customer service. And best of all: it can be applied in any type of company, in any sector.
Provide good communication in customer service
The first thing we must offer our clients is good communication. Clients should always be served when they need our help or need to communicate with us.
We must always express ourselves clearly, adapting the linguistic register to our situation and position, but also to that of the client. A relaxed and relaxed conversation will help you to improve your communication and make it pleasant.
Create an accessible environment for your clients
A close, pleasant atmosphere must be created. The client should find it easy and accessible to contact you. We’re all busy, we all have work, but if you can’t take a call from a customer at any given time, the customer will appreciate it if you return it as soon as you get the chance.
If you convey the message that it is easy to contact you with your actions, the client will be much more comfortable buying from you. And this is because it follows from your actions that you are pending, that it is easy to contact you and that you are willing to help. Make it easy to make the purchase.
You must be polite, kind and courteous
An indispensable rule for dialogue, always use respectful and polite language. On the other hand, an excessively cordial treatment is not recommended either. A client is not a friend and we must find the balance.
On occasion we may encounter unpleasant situations. We may have a dissatisfied client or simply not as satisfied as we would like. In spite of this we must always maintain education and respect towards the client. Remain calm and try to resolve the situation. The client will also appreciate a sincere apology.
Contact on the same channel that the client initiated the contact
If a customer calls you and you can’t answer, call them back. If he sends you a message on Facebook, answer him on that social network.
Unless your communication requests otherwise, you must respond by the means by which the client contacted you.