Smart Customer Service for your Small Business

One of the biggest secrets and success formulas to a thriving business is a good customer service. These fine individuals are responsible for attending to your customers, and help them with information regarding the product/service you offer. In other words, they are the VOICE of your company. Customers will come back if their concerns are addressed and taken care of quickly and efficiently.  Here are a few tips which you can use to deliver world-class experiences.

A Response is Necessary

Even if a customer is in a rage and are yelling at you telling you that your services and company suck, always give a positive response. Approach them by saying something like “we are sorry for the inconvenience, we assure you that this will not happen again.” Remember that no matter how mad they are, those customers are the reason your business is still afloat.

Ask for Feedback

Whether on the phone, online, or through a simple survey, ask your customers for feedback regarding the call. If they give a positive one, you know that this is the right direction in which you must keep on heading. If you receive a negative response, you will learn in which areas you need improvement. Encourage the customers and tell them that their feedback is valuable to you and the company and that it will help you improve your services for them.

Social Media

Social media is one of the largest, and the best methods to get customers attracted to your website and business. The customer services representatives who will be guiding them online must keep their cool, and must attend to their every need and query. Even if the price is mentioned and they ask you for it, do not tell them it’s mentioned; tell them the price of the product. No matter how minor the issue may be, always deal with it as your life depends on it.

Respond on Time

Customers do not like waiting, whether in line at a customer services desk or online for a response, they will not wait. Be quick in your work; respond within 24 hours.

Team Up

Have more than one employee involved at a time to resolve a certain matter. To the customer, they will feel like they are getting more attention, the kind they deserve. Having two representatives on one case will not only solve it quickly, but it will also leave a good impression as well.

Help Each Other Out

If, for instance your systems crash, you cannot keep your customers hanging; they do not want an explanation, they want answers. Teaming up with another person from other employees can help you in this regard.  One of you can handle an important task, while the other should talk to the customers.

Perks & Motivations

In order for the employees to actually enjoy what they do, they must be kept motivated, energized, and must feel that their job offers them the best perks comparatively. Set targets for the employees in the customer services department, and give those who meet the targets perks, like a free dinner for two. Those who don’t, can get a nice small gift card or something else; even though they didn’t meet the target, they tried and kept your customers satisfied.

Apply No Restrictions

Everyone has their own way of dealing with things and people, which is why they should have the freedom to do what they want and how they want. Obviously they will be restricted to boundaries, but their natural flow will not be disturbed. Many people are great when talking to others, they are influential and know how to handle tough situations, but only if they do so their own way. Restrictions can sometimes limit their abilities to interact, which can prove as a loss to your business. So, let them be creative and handle the customers the way they want to. Of course, this does not mean you should give them free reign; rudeness is never ok and your customers will not appreciate it either.

Listen to Your Employees

Encourage your employees to interact with one another. If one of the employees is facing anger issues or anything else, talk to them. Listening to your employee will make them feel valued and thus motivated and positive.

Take Negative Feedback as Positive Learning Opportunities

Getting and learning from negative feedback is the best way to learn, improve, and become more successful. Often, representatives deal with customers who do not have good things to say about the company. Handling such customers will teach them the value of patience and teach them how to keep their cool in such situations. However, do remember to newbies feedback after the first couple of calls so they know they are on the right track and what they need to fix.

Keeping your Patience

Dealing with different kinds of customers all day long is a great way to practice keeping your cool. Remaining patient is a very important quality when it comes to employees in the customer services department. If by accident they react to the behavior, it will cost them not only the customer, but their job as well. Practicing techniques to keep your patience intact is also a very good idea. Allow the employees to play games on their free time, let them interact with each other, give them small talks, have them take the anger out in another harmless form like jotting their feelings down on a personal private notepad. Make sure they throw it away when they do!

Constant Reminders

Remind them constantly that they are a great part of the business or the company. Constantly reminding them of their great importance will motivate them even more. They will feel very special, and will be even more eager in giving you their best everyday throughout.

Remember that without a positive, motivated, and charged up customer service, your business will have to face  unsatisfied customers and thus loss. Treat the employees the way they want to be treated; this will give you positive results. A happy customer service employee means happy customers.