Sans a customer there is no business and that itself is the most important reason why we should care about the customer more then anything else. With the rapidly growing technology and excessive competition, your customer needs to be constantly be reminded of your presence. Customer care gives your business a personalized touch
Chances are that many a times the queries would be repetitive or really petty but remember, no query is unimportant. The customer has invested his money in you and that makes it worthy enough to be given utmost importance.
Also there would be times when the customer wouldn’t even have queries or problems. But being proactive would ensure a consistent and continuous business from him. So the next time when you do not hear from your customer for long, shoot them a mail or give them a call just to assure that you are listening.
Keeping few things in mind, may help you to a great extent to have a smooth customer care system.
- Be Empathetic – You might be offering a world class service/concept/product but it can still go unnoticed if the customer isn’t given his due importance. You need to be empathetic towards people. Do not have a fixed standard format. Each customer who comes to you must be attended and addressed with a different approach so work out multiple variations to solve problems. If you do not have a solution to a particular query or problem, do not keep them beating around the bush. Guide them to the right individual or inform them that you will get back to them in a short while. Do your homework, research about the solution and answer them with the correct information.
- Don’t be too Pushy – We know that you have a well crafted contact management software in place to keep a constant vigil over your customers. But you must keep the customer’s time as your top priority. If he doesn’t likes to be wished on his anniversary but you still have to wish him, know when to step back. Do not flood him with all sorts of questions. Be quick and crisp. So the next time when you call, he wouldn’t disconnect.
- Do Not Promise What You Can’t Deliver – It is a prevalent mistake that most of us do. We tell the customer that we will call them or get back to them in a short while and we conveniently forget to. Trust us when we say, it annoys the customer beyond comprehension. This can be and should be avoided. Even if you get delayed with a respond, apologize but do respond. It is always better to be late then never.
- Have A Well-trained Staff – Your service or product may no doubts be the best of the lot but it is your staff which has to explain and elaborate its functioning. It is really important for you to have a well-trained and well-informed team so that they are capable enough to address all sorts of problem at any given point of time.
In the end a smooth functioning customer service support takes a little amount of your time and concern but gives you persistent long lasting results.