Simple Awareness is the Key to Superior Customer Service, Customer Retention and Valuable Customer Referrals

It all boils down to the details. Simple awareness can be the key to achieving high customer retention, earning valuable customer referrals, and gaining an edge over your competitors.

Offering great customer service isn’t hard. It does, however, require thought, planning, and uncompromising execution. Done properly, and thoughtfully, providing excellent customer service may mean the difference between growing your business and going out of business.

Here are some ideas that you can implement right away that will enhance your customer service level and start you on the path to becoming known for superior service:

1. Greet each client/customer by name. People like to be remembered and recognized. Using their name creates a more personal atmosphere. Most people pay with a credit card or have an account number with your company, so their name is easy to find. Use it! By name, I mean their last name. Never address a client by their first name unless you are invited to do so. If you cannot pronounce their last name, ask them how to say it. They’ll appreciate your interest in getting it right. If you can’t remember their last name or don’t have their name at all, simple address them as “sir” or “ma’am”.
2. Note returning clients and track their purchases. By doing this, you can make quality suggestions as to products/services they may need, get feedback of items already purchased, and give them useful information such as discounts or recalls about items they regularly order.
3. Smile and be genuinely happy to see or hear from your customers. After all, they are the reason you are still in business, never forget this and make sure they know you have not forgotten that.
4. Give them your full attention when you are speaking with them, addressing their concerns or taking their order. Make sure they have all the details they need to make an informed decision about a purchase and that they need to get full use out of your product or service. Never leave a customer hanging, lead them, let them know you care about their experience with your business.
5. Use empathy when dealing with distressed clients. Really try to see the problem from their point of view, even if you think they are mistaken. Take time to listen to their concerns and give it your full attention. Communicate to them that you understand how they feel and assure them that you will do everything possible to rectify the situation. Don’t ever be flip about any complaint. To your customer, the issue is very real. If you handle complaints well, the customer will most likely return. Always treat the client with respect, regardless of the situation.
6. Get everyone on board - this is the key to achieving excellent customer service. Every employee of your company or business should be on the same page when it comes to customer service. Make it clear to your workers that only superior customer service is acceptable. If you have an employee that just doesn’t “get” it, don’t keep them around. Remember that the future of your business is at stake. Treat your employees with the same respect that you want them to use with your customers. This creates a friendly, low-stress environment in the workplace. Employess that are treated fairly and with respect will pass that on to the customer, usually automatically.

These days, the success of your business may just come down to customer service, so you want to do it right and do it every moment of every day. Be the company people come to without reservation by offering a quality product and providing uncompromising customer service.