Every business must provide some level of customer service. Without customers, there’s simply no business. Sadly, customer service has really changed in the last few decades. What used to be highly personal has become automated, outsourced, and nearly void of human connection.
Before the onset of the internet, customer service was conducted in what would now be considered old-school ways including fact-to-face, in writing, and verbally over the phone. Building relationships with customers was a valuable part of daily business and generally speaking, customers could get the attention they wanted from someone with the authority to make a decision. Now, customers often feel frustrated and bothered by the lack of access they have to the businesses they use.
Simply shifting the focus onto your customer service techniques can help you stand out and boost your customer loyalty. Here are some time-tested tips and tricks that will help.
Tip: Show Your Customers that you Care- It seems simple enough, but you could be missing the mark relaying how much your customers mean to your business. From following up after the sale, to returning a text or call in a prompt fashion, any chance to show your customers you are paying attention to their needs sets you apart from businesses that don’t.
Trick: Learn the art of great communication. Tone, word choice, and engagement call all make a big difference in how a customer feels after connecting with you. Be personable, have an upbeat attitude, and be enthusiastic when speaking with your customers.
Tip: Be approachable on and off-line- Whether you’re troubleshooting a problem or crafting an email, make sure you come off as approachable. Customers can tell when you are simply going through the motions versus when you truly care about their needs. Avoid making customers feel like they are putting you out or turning you off with their needs.
Trick: Keep things light and casual. When customers feel at ease, they tend to like you better. Keep your conversations light, casual, and respectable. It will come across more personal and can help build rapport, even during a difficult conversation.
Tip: Overcome objections with positivity- It’s not a matter of if a customer is going to have an objection, it’s when. When a customer presents an objection, meet them with a positive spin on things. You may be unable to meet their expectations or provide what they are after, but the way you handle things makes all the difference.
Trick: Pay attention to the most common objections customers have. Rehears a positive-focused reply to the typical objections your customers have, then you won’t be caught off guard with nothing to say. Avoid being sarcastic or disinterested. Instead, thank them for their feedback and reframe the conversation to something more positive.
