PROVIDING EXCELLENT CUSTOMER SERVICE

Providing excellent customer service should be a top priority for every organization. It is your job to ensure that customers have a positive image of the company. Here are some important principles to know when providing excellent customer service.

First, because you are the face of the company, it is good to make sure you greet each customer politely. A smile on your face goes a long way. In fact, even over the phone a person can distinguish if the representative is pleasant by their tone of voice and a smile on your face.

Secondly, having a good rapport with a customer creates a level of trust and understanding. Always follow through with any promises that was made during all communication whether on the phone or face to face. It is important to communicate in a positive manner at ALL time especially when a customer becomes irate.

You may be wondering, how I can diffuse someone who is angry and have a complaint. Check out these tips that will help:

Always remain calm (Have a good demeanor)
Don't take it personally (Oftentimes he/she needs a moment to vent)
Use your best listening skills (Try not react defensively)
Actively sympathize (Paraphrase: a summary in your own words of what you were told. It demonstrates listening, creates empathy and establishes rapport because it is evident that you have heard and understood.)
Apologize gracefully (Let the customer know that you are genuinely sorry that this happened to them--regardless of whether or not you think they are being a bit dramatic about the situation.)

6. Find a solution (Now that you have heard what the customer is upset about, you should come up with a solution to provide them with. If you feel like you know a solution that will make your customer happy, then present it to him/her.)

Lastly, the icing on cake with providing excellent customer service is to follow up with the customer. Give your customer a call once the problem has been resolved. Ask him/her if everything is going smoothly. When you can, go the extra mile by sending a handwritten apology or by giving a discount on his/her next purchase.

~Loraine DeCoteau

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