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Tips On How To Provide Exceptional Customer Service

As a retailer you need to find as many ways as possible to differentiate yourself from the competition. Providing exceptional customer service is one way. This article will run through a few tips to consider when dealing with customers.

Go above and beyond expectations

Always try to exceed customer expectations, shoot for perfection when it comes to delivering excellence to every customer, every time. After all it’s hard to reach perfection, but you’ll at least come close. If you aim lower, you’ll end up settling for mediocrity.

Know your product-line

Ensure you have an expert level of knowledge concerning your products so that you can field any customer queries if necessary. Anticipate the types of questions you may be asked and develop appropriate answers for them. A strong knowledge regarding your product adds a level of legitimacy to your retail business and goes a long way towards building trust with your consumers. Ensure you can easily articulate your policies (regarding returns, shipping etc) simply; would you buy from someone who couldn’t answer even the most basic questions about their business’ products and services? Probably not.

Understand your customer

Take the time to understand your customers’ needs and consider them when making business decisions. Your customers are your bread and butter; if you do things that they don’t like, eventually they will take their business elsewhere. Communicating with them and listening to their complaints also falls into this category. Constructive criticism allows you to assess areas for improvement and genuinely enhances your website and business model; two things which could easily translate into increased business and return traffic. If directly talking with your customers isn’t a feasible option assess your DSR on eBay (if you sell on eBay). eBay now breaks down their ratings into specific categories such as communication, shipping time, shipping and handling charges and item as described, so you can gain very specific information about your customers’ experience with your services even if you are not able to liaise with them directly.

Don’t argue with customers

While the old adage “the customer is always right” doesn’t always ring true, don’t give into temptation and argue with them. No good will come of it. You won’t end up feeling vindicated and you will lose the sale (and any future repeat business that individual could have brought). In most instances the customer just wants their voice heard and their complaint aired. So take a deep breath and listen; then focus on getting down to the important part of the discussion-not the problem itself, but the solution. What steps can you take to resolve the issue and ensure it doesn’t happen again? Keep in mind that 7 out of 10 customers will return for repeat business if a company rules in their favors. Those odds are good enough to bite your tongue.

Do not make promises unless you can deliver on them

Don’t set the expectation if you can’t honor it. It’s that simple. Not adhering to this rule can harm your reputation within the on-line community and will cost you customers. Granted accidents do happen, so if something out of your control affects the desired outcome offer an apology as soon as it is brought to your attention and negotiate some type of appropriate compensation; free shipping, a minor discount etc.

Focus on the person not the sale

When you’re focused on meeting targets and growing your business, it’s very easy to get caught up in the excitement of making a sale and forget about the person who’s holding the credit card. We’ve all done it and we’ve all had it done to us. Can you remember a time where you went out to buy something and felt like the sales person wasn’t listening to you and your needs? How did it feel to know that they were far more concerned with sealing the deal than with you as an individual? It probably left a pretty bad taste in your mouth.

I’d wager that you also remember a time where you went into a store and the sales representative went above and beyond your expectations though they had nothing to gain by doing it. For example going into a Sunglass shop to inquire about a spare part to fix your pair and having them supply you with the piece in question and repairing your sunglasses for free. No sweat off their back. In fact they’re happy to do it. Think about these two examples, which store do you think you’d visit again? Which experience do you think you’d brag about with your friends? Moral of the story: over the long term, a customer’s business is far more important than a single sale. It costs six times more to attract new customers than to retain existing ones. Not to mention the intangible benefits to be gained from positive word of mouth reviews. Always look beyond the money, think about the person footing the bill. If you treat them with respect and courtesy you will reap the rewards.

Respond to questions, comments or concerns promptly

When a customer has a question, complaint or comment, respond promptly. You may not be able to remedy every issue or answer every query at that very moment, but by responding in a timely matter with a candid and personable email, you will show your client base that their opinions matter and that you value their business.

The main thing to take away from this article is to treat your customers with consideration and respect. It’s not always easy to do on the internet, as you don’t get the same face to face interaction as in a traditional bricks and mortar store; however it’s just as important. A good rule of thumb to follow when assessing customer service related issues is to treat others how you would wish to be treated if you were a customer. If you put yourself in their shoes when creating policies and issues, you will be far more likely to act in their best interest.