How often have you had to deal with a “customer service” rep who didn’t seem to have a clue what the job really involved?
Haven’t you found that some of them are so poorly trained or unsuited to the job (which is really a management problem in either case) that you, the customer, far from receiving “service” is left irritated and angry? When this happens, you should be making a pact with yourself to ensure that no customer of your shop is ever left feeling this way.
So what does it take from you or a customer service employee (which could be everyone in your shop who interacts with customers at any level) to deliver the type of customer service that keeps customers coming back? And remember that word of mouth is an effective and inexpensive business builder so you want customers to tell other people about your great customer service. But, word of mouth can also be a devastating business destroyer, if it’s the wrong kind.
So, here’s a list of qualities needed for providing great customer service (this is just a list, you need to explore them in more depth):
- Top notch communication skills
- Good listening skills
- A thick skin
- A willingness to take ownership of customer problems
- Patience
- Empathy
- Politeness (good manners)
- Product knowledge
- Adaptability and creativity
Are you ensuring that these qualities are evident in your shop’s interaction with customers?