In our last blog, we touched upon the topic of customer service and listed a couple of key ways to provide unbeatable customer experiences. The concept of providing “service with a smile” should not be underestimated. The buying public values their shopping experiences as much as they do the quality of the products and services they pay for. At the end of the day, a combination of great experiences and great purchases is what customers want.
Here are three ways to give customers what they want:
1. Smile when you’re on the phone. Certainly, there are major differences between providing customer service in person and providing customer service over the phone. But never underestimate the power of the smile. Just because you’re on the phone, it doesn’t mean that the person on the other end can’t “see” you. Smiling on the phone – believe it or not – helps to lighten the tone and inflections in your voice.
“Did you know that you can ‘hear’ a smile?” poses MeloTel.com, “Encourage your reps to always smile during their conversations. Not only will this improve their overall work days, but it will help for the tone of their voices to sound a lot more pleasant and bright. Customers like to speak to friendly, knowledgeable reps. Be sure they sound that way!”
2. Pay close attention to customer feedback. Who better to let you know how you’re doing with servicing your customers than the customers themselves? When you receive feedback of any kind from your customers, be sure to take it seriously. On ClientHeartbeat.com, Ross Beard reports that listening to customer feedback and implementing it in your future customer service practices will help you to minimize customer defections.
“No business is immune to unhappy customers,” he informs, “In fact, even companies with the best customer service in the world will still lose up to 9% of their customers to competitors. The good news is you can do something to stop customers defecting.” Beard goes on to note that those who take customer feedback too personally aren’t doing their companies any favours. He also advises that you eliminate long and boring customer feedback surveys to get the feedback you need.
3. Seek to provide expeditious service. Ask any customer what he/she values most about customer service. We’re willing to bet that the speed of the service will rank as a top response. No one likes waiting. The quicker you’re able to provide service, the more likely you will be to have satisfied customers. On Sitepoint.com, Adrian Thompson explains the importance of not keeping customers waiting.
“We all know how annoying it is to wait days for a response to an email or phone call,” he writes, “It might not always be practical to deal with all customers’ queries within the space of a few hours, but at least email or call them back and let them know you’ve received their message and you’ll contact them about it as soon as possible. Even if you’re not able to solve a problem right away, let the customer know you’re working on it.”
At Canadian POS Corporation, we do our best to give our customers what they want. In addition to our top-quality Countertop and Wireless POS terminals, we offer a number of other business-boosting services in addition to incomparable customer service experiences. To learn more, please don’t hesitate to call us at at 1-877-748-2884 or email us at info@localhost. Please note that our offices will be closed tomorrow to observe the Canada Day statutory holiday.
Have a great long weekend!