5 Ways to Deliver Fantastic Customer Service
Research shows that part of creating customer loyalty is by providing good customer service. When it comes to delivering fantastic service to customers it’s all in the qualities of your employees. Here are five top qualities your employees should have, which are both inherent and learned skills.
Have a Calming Presence
In an environment where a customer could get angry, it is important that employees not only keep their cool but also be able to calm the customer they are dealing with. There are certain body language and wording techniques you can teach employees in order to pull this off. Some of these include listening silently, nodding attentively, and using language that lets the customer know you’re on their side.
Attention to Detail
Part of great customer service is responding to customer feedback. This feedback may take many forms, including face-to-face conversations. This is where an employee needs to pay close attention to what a customer is saying and not jump to any unwarranted conclusions. Some techniques to help with this include asking for more information if something isn’t clear and repeating back what a customer said to make sure it was understood.
Manage Time Well
High-speed environments, such as certain restaurants, require employees to work quickly and efficiently to meet customer needs. For a restaurant, this means everyone from the hostess to the cook needs to manage multiple time-sensitive tasks at once.
Accurate Product Knowledge
Knowing your product well is another way your employees can provide good customer service. This knowledge includes how to use a product, how it was made and any common troubleshooting practices. If a customer comes with a complaint or question, a knowledgeable employee can handle it right away. This quick, accurate service reflects well on your business and is a sign you really care about your customers.
Strong Empathy Skills
When your employees show empathy for a customer, they can feel better served. This could mean offering an emotional customer somewhere to sit or something to drink while listening to the issue they’ve brought in. This willingness to slow things down shows empathy for the rattled state of the customer. Another aspect of empathy in customer interactions is to not blame customers or tell them how they feel.
These five practices help your employees provide good customer service to anyone who walks into your business. Customer interactions that are efficient, helpful and empathetic increase the chance your customer leaves happy and will return for your service.