Being Successful Is All About Customer Service

Customer service has always been important but never so important as it is today. The reason for this is the Internet as online business is definitely giving the bricks and mortar business a run for their money. Sure many of them can offer their products online but the one thing where they can really excel is in offering their customers the personal one on one service. The company that I work for has recently implemented a set of rules that all the staff have to abide by. The reason for these rules is to give our customers the best ever shopping experience when coming to our store.

Some of the stuff they want as to do is a bit hard to swallow for some because it goes against what they are used to but even though this may be the case everyone is pulling together to make sure that our customers come first. So, what are some of the things that are expected of us? I’m so glad that you asked.  :thumbup_ee:

Earning The Customer’s Trust

 


What would be the first thing that is required of you when returning a product? The obvious answer is proof of purchase but that is no longer required in our store. In fact, it’s been

Earn Your customer’s trust and loyalty

drummed into us that asking the customer for proof of purchase merely shows a luck of trust. So, if the customer comes to us complaining about some cream that is off we’re not to ask for a receipt at all. Instead we’re to apologise to them and ask them what we can do to make up for their misfortune. This can be anything from replacing the product, refunding the money to giving then a cooked chook in case the off cream spoiled their dinner.

 Providing Exceptional Service

 


The customer is deserving of the best service possible and it is up to us as employees to provide it. This means that if a customer comes up to us because they can’t find a product we have to drop everything, no matter what we’re doing, and lead them to the product. While doing this we have to make sure we engage them in friendly conversation which means that we can’t just rush off expecting them to keep up with us, we have to walk

Customers love and appreciate great service

alongside them.

Once we show them where the product they’re looking for is located we then ask whether or not we can assist them in any other way. This is great for the customer but most of the staff are worried that the extra time this will take will hurt our productivity which will result in the managers busting our balls as to why our work isn’t getting done. According to the the woman giving the course this won’t happen because they, the managers, will have their own guidelines that they will have to follow.

Going Above And Beyond

 


We all know how annoying it can be when the products you’re looking for is unavailable don’t we? Well, if that happens to one of our customers there are several things that we

The more service you give the more loyalty you’ll win

can do to make sure they leave with a smile on their face, anything from a raincheck if it’s on special, a similar product for the same price to giving something away for free. Heck, if all else fails we’re even allowed to offer a couple of bucks off their shopping and all without having to ask the bosses for permission. Talk about empowering the staff.  :smoke_tb:

Needless to say the customers are loving it as are many of the staff as they get used to the new system. While there may be some that will abuse the system we’re assured they are in the minority and whatever we give away in stock or money will be more than compensated by the new won customer loyalty not to mention the excellent positive PR.

 What Can You Do As An Internet Marketer?

 


For those of us who hope to become successful Internet Marketers we also have to do our best to give those who frequent our sites the best possible experience. There are several ways that we can do this.

  • A professional looking theme that is pleasing to the eye, one that makes them want to get their credit card out would be ideal  :laugh_tb:
  • A fast loading site is essential as customers are an impatient lot and will rather move on than have to wait for a site to load.
  • It’s essential that your theme uses an easy to read font, one that isn’t too small as you’ll find that the majority of your potential customers won’t want to strain themselves while reading about what you have to offer.
  • It’s also important to engage with your prospective customers. You can do this via your comment section and via your contact page.
  • Remember the customer is alwaysright. This means even when
    The customer  is always right Remember that & you’ll go far

    they’re wrong they’re right. This means if they’re not happy with something that you’ve sold them, let’s say a plugin you’ve developed, instead of getting all defensive find out exactly what the problem is and then try and resolve it. You will find the knowledge that you’re actually listening to them and are honestly trying to resolve the issue will win them over.

OK, it’s over to you guys now. What are other ways we can improve our vistors / potential customers experience while visiting our sites?

Customer Service Resources

[amzn_product_inline asin=’0471382582′]

[amzn_product_inline asin=’0814415385′]

[amzn_product_inline asin=’0071745068′]

[amzn_product_inline asin=’188516730X’]

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Peter Pelliccia

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This Post Has 32 Comments

  1. Sire, you have said true point regarding customer support experience! I have my own experience with two of the companies with different customer supports(one bad and one awesome). In the Bad one I was totally frustrated due to lack of personal support that was due to the long setup of IVR communication system which is just a waste of time!! Nobody likes to wait and navigate from one key to another to talk to the real customer support person.

    1. That is so true and the usual consequence is that you will no longer deal with those providing bad support while the one providing good support will get your business as well as your recommendations to your friends and business partners.


  2. Twitter:
    the customer is always right has always been a good policy and a good P R should be made with your customers, its got to be worth a couple of quid to smooth a dissatisfied customer over they will all mostly stay with you, its better than being bad mouthed with an upset customer and losing some of your regular ones

    1. That is so true Antjon and its why it is so importan to give staff the proper training. As for the owner operator, it is very important that they always remain calm and deal with all matters in a professional way.

  3. Good customer service is all about bringing customers back. And about sending them away happy – happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.

    If you’re a good salesperson, you can sell anything to anyone once. But it will be your approach to customer service that determines whether or not you’ll ever be able to sell that person anything else. The essence of good customer service is forming a relationship with customers – a relationship that that individual customer feels that he would like to pursue.

    1. Actually John, if you’re a bad salesperson you’ll probably not get the chance to sell them anything again :cool:

      From my experience you know when you’ve given good customer service because they will leave in a happy mood because of the way you’ve treated them. If they are unhappy when they leave then the service they’ve received must have been pretty substandard.

  4. You know it really is what it all comes down to. The better the customer service the better the business can grow, especially returning business and spreading by word of mouth to others. Its just a no brainer. cheers for the post

    1. Yep, unfortunately some people don’t understand that.

  5. Glad to know that you are one of those who believed towards good customer service. The problem now is that employers in first world countries like Singapore are still employing cheap foreign workforce and they are not up to scratch on standard customer service attitude. Some from China can’t even speak English.

    1. If that’s the case they will end up losing business.

  6. I completely agree. I think that some new companies think that the customer should be lucky to have the business service them! Customer’s should always be right, not matter what. Why? Because you don’t just lose that one customer. That customer will spread the word and affect your future business. At the very least always remain cordial and try your best to rectify whatever situation has made them upset. It does go a long way.

    1. I’m sure that companies that think like that are not as profitable as they could be Liz.

  7. In today’s market, the competition is very big! A business should focus on marketing his product better. Sometimes getting the customer trust id difficult especially if the customer is really choosy! Because of this, a business should focus on improving the services and products it offers.

    1. Customer service is paramount to any business and not providing it will affect the business bottom line. All the marketing will be wasted if they do not provide adequate service.

  8. It’s. All about customer providing excellent customer service. The one thing i continue to repeat to my employees is that we must always strive to not just meet, but exceed, our clients expectations. And no matter if we make a sale or not, excellent customer service always comes first!

    1. Abe, that is definitely the best way to win your customers over. Goon on you mate. :thumbup_tb:

  9. I would agree that customer service is very important. No matter what price point you have, you have to be able to offer it in a good way to the customer. I learned this the hard way when I worked in retail in a previous life.

    1. So true and something that I’v e learned from interacting with customers for over thirty years.

  10. Good customer service goes a long way in building customer loyalty. I wish more stores would adopt the no sales proof policy. Eons ago I worked at Kmart at Customer Service and they had a no receipt required policy. We took back anything, for any reason. Though sometimes people would bring back things with stickers from other stores on them and claim they got them there, so maybe not everyone is as honest as we’d like them to be. LOL

    1. Hey Suze, maybe they just forgot where they bought it from :wink:

  11. I really appreciate posts like this that emphasize quality customer service. I’ve worked for a lot of different companies in all different industries, and I’ve always found that the companies that were the most successful and the best to work for provided great customer service. It’s not only the attitude that “the customer is always right” that helps to establish this, but it’s also working with the customers to achieve exactly what they want… even if they don’t know or want to hear all the options. The best thing to do is to educate your employees about every single option available before they interact with the customers. This allows the employees to guide the customers to the right decision for them, even though that decision may not be what they initially wanted. Anyways, great post and thanks for posting it! :)

    1. What I’ve also found to be true Paul is that staff who are respected and treated well by their employer are more likely to pass that onto customers.

  12. I have worked in a call center before and customer service is really something about the product we endorsed. It is the main thing that the company is going. One wrong word, reaction or answer will create such a big mess for all. Customers are really the main ingredient into why any business would soar high or fall. Also please consider what I have just discovered for over the last four months I have been learning from an Aussie guy named Timothy Marc on how to build a business that allows you to live a freedom lifestyle. Without a doubt, I have learned some amazing skills in business from this guy, and I am currently seeing some great profits from my own business.

    Cheers, Tim.

    1. An Aussie huh? Well I can tell you one thing about Aussies, we’re a pretty bright bunch :wink:

  13. Customer service is very important if your running a business. Remember that customer is not always right but we must treat them right ‘coz our income lies in their hands.

    1. That’s right and the reason it’s so important not to argue with them is because you want them to have a pleasant experience and that can’t happen if you’re constantly disagreeing with them

  14. Hello Sire,

    “Customer is always right”. Any types of business won’t succeed if they don’t implement a competitive customer service.

    With regards to online business, a site cannot succeed if its incompetent. Trust is one sure way to employ good customer service simply because you can’t serve your customers if no one trusts your brand. So I highly agree with your points above, it’s a very informative article.

    Thanks for sharing.
    Noah

    1. Hey Noah, I’m glad you liked it and thanks for taking the time to comment.

  15. Yes…..Its not only just telling your products bye bye and saying hi to the money. Its about service that you provide your customers. Which makes your customers and they returns for more….. :clap:

    1. It’s way more than getting them to come back Tanik as providing bad service could lead them to telling others of their experience who will tell others which undoubtably will result in loss of future revenue. This problem is compounded because of the Internet as people now leave reviews online of their experience.

      1. I totally agree. Nowadays there is so much competition that you have to stand out with at least something special. I really believe that small things like offering free shipping can get you back in business after having some bad reviews written about you.

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