The Golden Rules Of Customer Service
Everything I know about customer
service I learned from working at McDonalds as a teenager. Hard to believe,
but true! In this day of highly competitive cyber business, the companies
that will succeed will be those that offer superior customer service. The
value of a lifetime customer is immeasurable. So once you get a customer,
how do you keep him? The answer is killer customer service! Here are some
of the secrets that have made McDonalds the success it is today!
*Service with a Smile*
"Hi, Welcome to McDonalds!
May I take your order?" Got a new prospect? Welcome him to your business.
Introduce yourself and tell about your services in e-mail. Let your customers
get to know you. People are more likely to do business with someone they
trust. You can't overstate the importance of building strong customer relationships.
Smile when you are talking
on the phone. Customers will hear the difference in your voice. Be careful
when you send e-mail. It's easy to be misunderstood. E-mail lacks the visual
and audio cues of face-to-face communication. You must make an extra effort
to ensure that your "tone" is cheerful and friendly.
Also with an e-mail, people
expect a quick reply. A fast, friendly response will let your customers
know that you are working hard to keep them happy!
*Suggestive Sell *
"Would you like an apple pie
with that today?" When a customer buys a service do you have something
complementary that would add value? Business folks, who are pressed for
time, will value the convenience of one-stop-shopping. Look at your line
of products and think to yourself, What can I do to make this more useful
to my customers?
Is there a helpful article
I can send them?
Is there a service that would
complement my business's other services?"
*Have the Menu in Plain Sight!*
"What all comes in the #3
value meal?" People like to know what to expect when they order from you.
They want to know up front what things cost, how soon to expect it, etc.
If a customer doesn't see this information on your website, he just might
leave. You know how nerve-racking it is buying a car when you don't know
what you are going to pay or if you are getting a good deal!
Knowledge of what to expect
takes the fear out of buying.
*The Customer is Always Right*
"I'm sorry your order was
wrong, how can I make it better?" Nothing is worse than a "screw up" in
an order. The best way to turn a negative into a positive is to go out
of your way to make it right and make that customer feel satisfied with
the results. After you make it right, apologize for the screw-up sincerely,
and offer an incentive for him to try you again--for example, a discount
on future service.
Everyone knows one complaint
will scream louder than 30 complements. Make sure to answer ALL complaints.
Don't give anyone a reason to leave and say that his or her needs were
not met.
You can learn a LOT from your
customers. Make sure to LISTEN. Other customers may be experiencing the
same problem. Learn from your mistakes.
List your phone number on your
web site. An angry customer wants to know that his complaint is being heard
NOW! Sending an e-mail response from the customer service department within
24 hours might not cut it!
*Q.S.C.*
Quality, Service, and Cleanliness
Quality--Is there any way you could improve your service? Do you set a
level of excellence for your products and services that you meet or beat?
Service--Do you make your customers feel like they are number one in your
book? Do you listen to customer needs and fill them? Cleanliness--Does
the atmosphere of your virtual business make customers happy and want to
come back? Is your website visitor-friendly? Is your website easy to navigate?
Does it load quickly?
*Brand Awareness/Corporate
Identity *
Is your URL as memorable as
those famous golden arches? Many visitors find your site not by clicking,
but by remembering your URL. Is your URL on business cards and stationery?
Is it listed in your yellow pages ad? Keep your URL short and simple: long
URLs with hyphens, punctuation, or ones that are hard to spell won't give
customers a fighting chance. Include your company's URL and other contact
information in your email signature. Does your secretary know your URL?
The answer may surprise you!
*What is your USP *
(Unique Selling Point)? "We've
got the best fries in town!" Tell customers right on your home page why
they should do business with you and not the guy down the cyberstreet.
Tell your visitors in one short sentence who you are, what you do, and
why you are better. Will you save them money? Can they
rely on your experience? Try
to list these in terms of benefit to them, and NOT features of your product.
*Customer Appreciation *
"Thank you and come again!"
Thank your customers for doing business with you. Send them an e-mail as
a follow up to see if your product or service was what they expected. Would
they recommend you to a friend? How about a hand-written note or card to
tell someone that you value his or her business. There is a lot to be said
for good old-fashioned customer service. Treat your customers like gold
and they'll be customers for life. The most powerful tool in your marketing
arsenal is a customer referral. Give your customers a reason to brag about
you and you'll have a lot of customers knocking at your door!
Author-Bio: Kristie Tamsevicius |
