DHS LLC

The demand for impeccable customer service is on the rise.  As customers tighten their budgets they are also being more selective in their purchases and taking into consideration the quality of service provided. Excellent service has always been tops on my list, even if I have to pay more for it. I’ve had too many painful experiences where service/support is non-existent or it’s much too complicated to get any help. As the market becomes more competitive and budgets get smaller, customer service is one area where there may be room for improvement.

According to TARP, 68% of customers choose to take their business elsewhere because of poor service. Below are some ways to keep your customers happy and coming back for more:

1. Satisfaction guaranteed or your money back. What better way to inspire confidence in your service and reassurance to the customer that their hard earned money is not going to waste by providing a full refund.
2. Listen to your customer and I mean really listen. Hasty, canned responses particularly over the phone, can be enfuriating. If there is absolutely nothing you can do, it often helps to take down the customers information and have someone else return the call. This allows for emotions to cool down. Do try to offer some alternative solution or offer if possible; customers will remember this.
3. Encourage feedback whether it be via an old-fashioned suggestion box or a field for service improvements and suggestions on your website. Your customers will feel more like a partner and less like a money dispenser.
4. Thank your customers. Offer discounts or other rewards to repeat customers. Make it a habit to send out birthday or customer aniversary cards. It’s an innexpensive way to show your appreciation for their business and a reminder that you are there for them.
5. If you don’t know, point the customer to someone who does know and make sure to deliver accurate contact information.
6. No pressure. Pressuring customers only makes them feel uncomfortable. Be helpful, answer questions, and let them know you’re accessible for any additional help they need.
7. Have a website. Develop a user-friendly website that is maintained and updated regularly. Utilize fast-growing social networking sites like Twitter, Facebook or one of many other services where you can reach out to your target audience.
8. Solve problems quickly. We all make mistakes but if they are appropriately and efficiently handled then customers will keep coming back and they will let all their friends know. Similarly, if their complaints are not met, customers will likely voice their opposition as well.

Checkout http://www.customerservicemanager.com for more tips, news, and events all focused on exceptional customer service care.

Good read are: Customer Service: How To Do It Right! and Customer Service: The Key To Your Competitive Edge by Peggy Morrow, a leading consultant for customer service loyalty. (http://www.peggymorrow.com).

Is there something you do for your customers that they appreciate and you would like to share? I’d love to know!

Tags: customer centric, customer focus, customer service, improvement strategies

This entry was posted by cynthia on Tuesday, March 31st, 2009 at 8:44 pm and is filed under Customer Service. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.