When your Customers get upset, you have to get back in their good graces or risk losing their business. Here are five rules to turn a Customer Service problem into a loyal buyer.
Rule #1: Face the problem now.
Rule #2: Lend a sympathetic ear.
Rule #3: Admit your mistake.
Rule #4: Cut through the red tape.
Rule #5: Make amends and be generous about it.
For more information, consider our modules, Shifts to Exceed Customer Expectations or my book, D-A-T-I-N-G Your Customer available on Amazon.
The key to excellent Customer service is to treat all your Customers well, but not necessarily the same. Respond to their needs as individuals. While one customer might need a ton of help and attention, another might prefer an opportunity to browse with privacy. Learn to understand body language and to read between the lines. It’s up to you to perceive the customers’ service preferences and give them what they want.
- Make sure you have an excellent Customer service plan. Make sure your employees understand and follow it. Try writing out your customer service plan and posting it in a central location for all to see and see again. By being proactive you can reduce Customer Service Problems.
- Personalize your service. Make it your policy to know your repeat Customers’ names and preferences. Nothing impresses customers more than this kind of precise, individualized attention.
- Be a problem solver. If you can’t help the customer, help them find someone who can. Customers appreciate your help—even when you aren’t directly profiting from a sale. Just consider it an investment. They’ll appreciate the advice and remember you the next time they need you.