Nearly every business owner will tell you the key component to success is solid customer service.
Having said that, why do so many businesses struggle with it?
Let’s look a little further into this.
For one, customers are more likely to remember a poor experience with a business or a brand than a good one.
Unfortunately, customers that have a poor experience are also more likely to leave a negative review. In fact, over 50% of customers will complain or leave a bad review after a poor experience.
And if you think that one poor review won’t matter in your sea of glowing reviews…think again.
Finding the sweet spot of offering good customer service without lowering the value of your product is certainly a challenge and, at the same time, a goal for your business to shoot for. Fortunately, good customer service is built upon manners and honesty.
Let’s take a look at four other helpful tips for mastering customer service.
Have Thick Skin
It’s important to note that no matter how amazing your business is, or how reputable your customer service, it’s impossible to please everyone 100 percent of the time.
Having thick skin lets you remain calm in aggravating situations so your solutions-oriented strategy can find a way out and turn an adversarial relationship into one that truly benefits both parties.
Use the Personal Touch
Positive customer service experiences and success stories happen when customers feel special and like they receive personalized service and attention.
Learning a customer’s name, for example, and using it at the beginning of a pitch and throughout conversations is a great way to create a personal connection. Ultimately, you want to let customers feel heard and special. As a result, they will be more likely to make a future purchase or recommendation.
Positive Language, Positive Reaction
Always remember the important mantra: It’s not what you say, it’s how you say it. Ryan Hibbert knows that this is something that transcends everyday life into the world of business (especially in customer service).
Allows Customers to “Discover” Solutions
Similar to a tour guide, customer service is all about navigating to a final destination. The best tour guides make you forget that you’re on a tour and that you are discovering information on your own, but not in such a way that the guide is indispensable. If your product is tactile, allow the customer to experience it and “discover” it for themselves. If it’s more conceptual, however, walk the customer through its usage while also ask questions and offer suggestions and solutions.