Wowing your Customers

Customer service is a very important part of every small business. Companies that are unable or unwilling to offer proper customer service to their customers stand to lose their business. A company that best demonstrates excellent customer service characteristics will have a distinct advantage over its competition.

One of the most important elements for achieving excellent customer service is training, training, training. Customer service employees must be trained on all of your product features, prices, warranties and even all the technical aspects of products from your office manager to the owner of the company. Your company must create a seamless customer service experience, How Can I WOW my customer. 

Excellent customer service means getting to the customer in a timely manner. When someone calls a company, they expect the customer service department to answer the phone. Once the caller reaches customer service, they expect their questions to be answered promptly and correctly. Excellent customer service means having the correct answers or have a more experienced person or supervisor available to answer more difficult or technical questions.

When customers have problems with their products, excellent customer service means solving these issues or problems promptly.  Or coming up with a plan of action quickly that the customer is happy with.   If the problem remains unsolved, the company should send a service representative to the customer’s home. The company should provide the date and time of the service call.

Superior customer service requires effective Communication and Listening skills. A company's customer service representatives should listen carefully to what the customer needs and wants are. The answer or solution to the problem or question should accurately address the nature of the call.

Excellent communication skills are crucial. A customer should be able to easily understand what the customer service representative is saying. The representative must speak distinctly, and use common terminology that everyone understands.