Well hello there, time for part two of my article on Customer Service.
Part one focused on listening (or as one of my former colleagues called it “two ears, one mouth”)! Today I’m focussing on the second of the three things I think are crucial for exceptional customer service – Responding.
What do I mean by ‘Responding”? – Well having listened to what your customers are telling or asking you, how you respond is what they’ll notice next.
A kinda no-brainer, but I’m going to mention it anyway, is responding promptly. Even if it’s just a holding message. We’ve all been infuriated by suppliers who don’t call back or take ages to reply – don’t be like them!
Likewise, do what you promise and keep people informed if it’s going to take a bit longer than you thought.
When responding to customers remembering important details (or better yet little details) they have told you will show them you care (and if you’ve been actively listening and asking clarifying questions, this should be easy😉)
Finally, demonstrate that you love what you do in every interaction with your customers. It’s infectious 😃 On a similar vein, whether it is the first customer of the day or the last – treating them all with the same level of enthusiasm will help them to feel special and believe in you and what you are offering. 😍😍😍
The third and final part on delighting customers will be coming soon.