Did you ever asked yourself why certain
people are so effective at satisfying their customers? It's because they
possess the service mentality. We believe that building a customer service
culture requires commitment, clarity and consistency. The
cornerstones for attaining a service mentality in the workplace are: Communication, Clarity, Respect and Follow-up.
Communication
An excellent customer service experience starts
with good communication. A customer service representative should communicate
every step of the process with the current or potential customer. The customer is actively
participating in the delivery of your service and will be more willing to give
you feedback. The communication with the
customer must be done in a way that provides clear and concise information.
Know your Offering
Excellent customer service is delivered by understanding
every detail about the products and industry. If a customer wants to know about
policy, services or has any concerns, the company should have the information
available. Preparing for possible questions from the client is very important and will
help provide positive service to the customer.
Respect
Customers should always receive the utmost respect.
Customers should always feel as though they are the most important people. A
good customer service experience comes with a smile, even if the service gets
conducted over the phone. This can be seen between colleagues too.
Follow Up
Give the customer opportunities to share the
experience of using the product or service. If the product or service is
problematic, the company should find a way to make things right by addressing the
issue. Following up with the customers will straighten the relationship with
the customer and anticipate continued business with the company.
If
you want to learn about how we developed our customer service skills, check
this blog again and if you have any questions please let me know.
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