Exceptional Customer Service means going out of your way to help your customers and exceed their expectations. We all have busy days when you just want to get your work done and call it a day, but if you are a customer service representative, you must realize why you were hired for the job and what it means to the business. A successful business must demonstrate excellent customer service. If you are dealing with customers in person, you must start by greeting them with a genuine welcome. Create a positive first impression. There are a lot of online businesses that could have their business, but they took the time to come in to your business, so give them the time and attention they deserve. If your first line of communication is email, make sure to respond promptly. If the information they are looking for is not readily available, reply with a timeline when it will be available and make sure to follow-through with your promises.
Understanding Your Customer's Needs.
Being able to understand your customer’s needs is essential to exceptional customer service. Look them in the eyes and listen to what they are saying. Be sensitive to the needs and desires of the individual you are working with. Ask questions, take as many notes as necessary to get the details right. In the printing business, we understand that it is all about getting the details right. From the weight, color and finish of the paper, to the ink colors and finishing details, all these details together make for a successful project and happy customer.
Knowledge of your products.
Knowing the products you are selling is essential to good customer service. Answering your customer’s product questions and concerns easily helps to build confidence and trust in your ability to get the job done correctly. Having samples to demonstrate that you know what they are looking for is also helpful. It is important to remember that customers come to you because you are the expert. They rely on you to give them the features and benefits of your products and to help them make their project successful. You should also be prepared to offer suggestions to make the project more economical or distinctive. This is the expertise that adds value.
Exceed your customer’s expectations.
A lot of businesses are content at being average, but if you put forth a little extra effort, it will be easy to stand above the crowd. In order to exceed your customer’s expectations, you must first try to understand what is important to them. For example, if you get a sense that timing is important to them, promise a deadline that you know you can keep, but make a note to see what can be done to improve the delivery. Getting the job done correctly, ahead of schedule will be a big plus in exceeding expectations. Everyone is busy these days doing multiple jobs, by offering to deliver the product once it is complete or ship it for them, it frees them up to do what they need to do. These extra steps let the customer know that you have not forgotten about them once they placed the order, but you are with them through completion of the project. When you go out of your way to take care of your customers, it will create positive word of mouth and more sales.
As much as we don’t like it, there will always be a day when you have to deal with an unhappy customer. You must take their complaint very seriously and show them that you are sincere about correcting the problem. Remember that the customer is always right – even when it appears that they may be wrong. A silent complainer is more damaging to your business than the customer who brings their problem to your attention giving you the opportunity to make it right. When you show concern about what matters to your customer and stand behind your products that promotes customer loyalty and repeat business.
Exceptional customer service generates positive word of mouth and helps to create a positive perception of your business. This all takes time and money, but it is worth the effort to keep customers coming back. Exceptional Customer Service also means educating your staff to be equally as concerned about your customers as well. Customer satisfaction is an effective way to maintain customer retention, which is a far better way to increase sales than constantly reaching out to new customers.
Give Kendall Press a call or stop by to see us in person, we would love to make your day!