Probably the toughest part of running a business is following rules. But without doing this, you can’t expect to achieve your goals in the right way.
Like other things, customer service too has its own rules to be followed. These rules not only help you retain your existing customers, but also bring you closer to them and help you to get a clear understanding of their needs and expectations. Although most of these rules might sound very simple to you, they are core rules that can be hard to follow in real life. Nevertheless, these are the Golden rules that will help you gain an edge over your competitors.
Here are three main customer service rules that can take any small business towards its success:
Promise only if you can deliver
Setting high expectations might seem like a great way to get your customers’ attention. But if you can’t deliver you will only end up disappointing them and driving them away for good. Exceeding customer expectations should be your main goal if you want to remain in business for a very long time. The best way to win the trust of your customers is to under-promise and over-deliver. So be very realistic when you make your promises to your customers. Only then will you be able to deliver that WOW-service that brings to you loyal customers, time and again.
Listen to your customers
Staying in business is all about fulfilling the needs and solving the problems of your customers. All your strategies should be centered around these objectives. So when a customer comes to you with a problem, you leave whatever you are doing and listen to him or her carefully. Ask questions, if need be, to understand the problem correctly. Empathize with the feelings of your customers by trying to understand their words, body language, and tone of voice. Make every customer feel valued and cared for. Never differentiate between customers based on the kind of purchases they have made.
Know when and how to apologize
Like they say, “To Err is Human.” There are times when things don’t go as per your expectations. Customers do get angry and come to you asking for their money back. It might seem easier to return their money and let them go; but by doing this you will only end up losing your customers. Admit your mistake and apologize in a humble and polite way. Put in the extra effort to correct the situation and win back the trust of your customers. Whether you end up solving their problem or not, your efforts will be appreciated.
Fundry can suggest many more ways for small businesses to achieve success. Read more from Fundry here.
Remember – customer service is everyone’s job. None of your customers will differentiate between which of your staff members will help them and which of those won’t. So make an effort to train all your employees on providing the best of customer service. Value their efforts and motivate them to do better. It is only happy employees that can lead to happier customers.