Hello,
There are many things a small business owner needs to consider, when running his business. Ordering products, paying the bills, keeping up with his competitors, balancing work and home life, just to name a few. But there is one thing that the owner of any size business cannot afford to forget-great customer service.
Customer service is so important in a company, especially smaller ones, because that is basically how you make repeat sales. You can have a one of the kind, awesome, world shattering product , but if you don't have wonderful customer service people won't keep coming back.
When was the last time you heard someone say; "boy those people are rude, but I'll be sure to come back for their (fill in the blank with your product name)?" Now, when was the last time you told someone about a company, simply because of how nice and knowledgeable the sales people were?
Customer Service On The Phone and Online
Customer service goes into action, the first time a potential customer contacts you on the phone or by e-mail. Answer the customers call with a cheery (not cheesy) "Good morning, your company's name, this is Frank, how may I help you?" This puts customers at ease, and makes them feel important, which after all they are.
On The Phone
Be courteous through out the call, using the customers name as much as possible. Genuinely try to help, if you don't know the answer to a question, tell the customer, and offer to research and find them an answer.
Never make the customer feel stupid, or belittle them for not knowing something. If a customer is agitated, stay calm, and try to empathize with them, and find out why they feel that way.. If they start to yell and cuss, do not get angry or call them names, try to calm them down and diffuse the situation.
That is not to say that you should take abuse. If a call with a customer is getting out of hand, or if they start to make threats, simply state firmly "I'm sorry ma'am, but that is not acceptable, you will have to calm down before we can finish this discussion." If the threats continue, hang up and call the authorities.
By E-mail
Answer e-mails from customers promptly, and be courteous. Use the customers last name and title, as in Mr. Smith, unless they have only written their first name. Remember to thank the customer for getting in touch, their kind words, about the company or product, etc...
Do not open attachments that customers send, and do not send them the cutesy e-mails you send out to your friends. Follow the same guidelines for an -email message, as you would for a phone message.
Customer Service In Person
If you have a store that your customers can come to, customer service starts when they walk in the door. Make sure to smile, approaching customers as they walk in to shake hands, and say hello. If you are waiting on another customer as someone one enters, acknowledge the new customer with a "good morning", or at least a warm smile.
Make yourself available to customers, if they appear to need assistance walk up to them, and ask if you can help. If you do not have a particular product or service a customer needs, refer them to someone who does (remember that scene in
Miracle on 34th Street, where
Macy's employees send people to Gimbles?).
Above all treat people fairly, and follow the Golden Rule—"Do unto others as you would want them to do unto you."
A great customer experience is not a given at all small businesses. It must be created by the owner, and his employees. But once it's there, customers will keep coming back over and over again. Which means more sales for you, and a more positive experience for the customer.
Succeed!
Helen Heard
