Customer Service
Customer Service is paramount to any Small Business. The better your service, the higher rate of Customer retention your Business will have.
However, many Businesses are still making simple mistakes which are costing them their Customers.
So, what are these mistakes?
If you want to avoid this situation, carefully consider these five things that drive customers away…
1. Don’t greet the customer
How do you feel when you walk into a store and there are employees standing around, perhaps talking to one another, and they do not bother to greet you or acknowledge you in any way?
And, no matter how long ago that experience was, do you still remember that feeling of not being acknowledged?
2. Don’t show concern for the customer
Caring is an essential part of customer service, and it’s something that you can’t fake. The customer can tell if you have genuine concern, and if you do, it goes a long way, even if there is a problem that is beyond your control.
Indifference is a customer relationship killer.
3. Don’t listen to the customer
Sometimes you just have to stop talking and listen to what the customer has to say. Even if you already know there’s a problem and how to resolve it, the customer still wants to be heard.
A breakdown in communication is the worst Moment of Misery you can have with a customer. You may resolve the issue on paper, but the impression that the customer leaves with is, “They don’t listen to me. I don’t like doing business with them.”
4. Don’t respond to the customer
How do you feel when you leave a message on the phone, or send an email or Facebook message, and get no response?
Frustrated?
That’s how customer feels, too, when companies don’t respond to customer service questions, complaints or problems.
5. Don’t show gratitude to the customer
People need to feel appreciated. Customers, especially, are making the choice to spend their hard-earned money at your place of business. Don’t forget to say thank you. In person this is essential, but you can also send a thank-you note or email.
Let your customers know you appreciate them.
