10 Tips for Excellent Customer Service

We've all had terrible customer service experiences. Personally, when I receive poor customer service, I give the company one more opportunity to make it up to me before I sever all ties with them and look for an alternative. But others aren't so patient. In most cases, you only get one chance to make a great impression on a customer through your service. Check out these tips for great customer service.

1. Listen

It's incredibly important to listen to what your customer is telling you. Never assume you know what's best. Listen objectively and ask questions to get to the crux of the customer's problem, so that you can help them quickly and efficiently. Check out our article on How to Be a Good Listener for more info on the subject.

2. The Customer is Always Right

This is something many customers feel is lacking in services today. Customer service reps often get defensive rather than offering assistance to the customer. A customer having trouble with your product does not want to feel like it's their own fault. Try to identify with the customer, apologize for any inconvenience and explain that you will do everything you can to resolve the issue. Check out our article on How to Handle an Angry Customer for more assistance.

3. Establish a Rapport

Customers need an ally. They don't want to feel like it's them against you. If you're lucky enough to be assigned to customers that you will deal with regularly, it's prudent to ask about important things in their lives. Being thoughtful and interested in your customer's life will help keep them loyal and chances are you will be genuinely interested in how things are going.

4. Smile

I know it's a corny saying, but a smile really does come through on the phone. The idea is to be approachable. Scouring and having a bad attitude causes customers to feel the same way. This is never helpful, so put a smile on your face and maintain a positive attitude while on the phone (and in person!) with a customer. For more on help with phone skills, check out our article 5 Tips for Better Phone Communication.

5. Honesty

Never promise what you can't deliver. Be honest about what limitations (if any) there are with your product. Be upfront about any issues that can't be solved right away. Customers are likely to be more forgiving when you level with them.

6. Know Your Product

The only thing more frustrating than a defensive customer service representative is one that doesn't know how to help the customer. Know your product inside and out to ensure you're ready to assist a customer when they need it. Customers don't like to wait on hold, only to find out that you need to send them elsewhere to fix the problem.

If there is something you don't know, ensure the customer that you will do everything you can to help solve this problem for them. Consult with whomever you need, but ultimately be responsible for making sure that your customer is taken care of.

7. Feedback

Encourage your customers to perhaps take a survey or fill out a quick questionnaire regarding your company's customer service. This will help determine the areas that need improvement as well as any training that is necessary.

8. Offer Incentives

Offer prizes or gifts for valued, loyal customers. This will certainly help with retention.

9. The Power of a Name

Make your customers feel important by using their name. Be sincere and compliment them as much as you can.

10. Give More

A customer service representative should always give more than is expected of them. I recently had my own experience with this. I called a bookstore and asked them to check if they had a book in stock at the store. I expected that the woman who answered the phone, would simply check their computer database. The representative put me on hold to check, and promptly returned. She told me that they did have it in stock, but asked if I would mind if she checked to be sure it was on the shelf. I told her that I would appreciate it. When she returned, she confirmed it was on the shelf and then asked if I would like her to hold it for me. I felt that she went beyond her duty to make sure I was taken care of. This may be that company's policy but I felt taken care of. This should be the case with every customer service representative.