In the pursuit of excellent customer service, we have outlined some powerful customer service dos and don’ts you should follow.

Customer service can make or break a business. If a customer likes you and continues to like you, they will continue to do business with you. If they don’t, they won’t.

We all remember a time when we’ve received excellent customer service. And unfortunately, bad customer service is almost always recalled more easily.

Do: Anticipate The Client’s Needs

Instead of simply listening to your customer’s needs, you need to understand their unexpressed wishes and anticipate their next move. Always give people more than what they expect to get by staying one step ahead of them — literally giving them what they didn’t know they needed. That is how you will stand out from other businesses.

This builds an exceptional rapport with your customer and makes them feel like you truly value their business, making them want to come back for more and most probably leaving a positive review!

Do: Create a Personalised Experience Show Genuine Interest

Creating a personalized experience, by simply caring about what they’re telling you, makes customers feel appreciated and valued. Listen to them grumble, show sympathy, laugh when they laugh and don’t be afraid to get personal. Something as small as memorizing the name of their cat or asking about their last trip to Hawaii will help solidify your relationship.

In fact, 75% of customers will want to shop with businesses that offer personalised experiences by 2020!

If your customer service staff can build, nourish and manage relationships with your customers, then you’re on the right track because your online customer service is as important, if not more so than the face-to-face interactions.

In the end, the customer wants to feel that they’re spending their hard-earned dollars on a business that cares about them!

Do: Have Service Knowledge

“The customer is always right” is a slogan that’s up for debate. The fact of the matter is, you are the expert and not your customer. You should always have the answers and be able to deliver; that is one of the most vital skills a customer service representative can have. If you don’t have the answer, try your best to find it out or direct the customer to someone who can answer their queries. Avoid saying the phrase, “I don’t know” at all costs.

Having the answers and delivering them promptly and respectively will build trust and confidence in your customer.

Don’t: Say No

Customers hate to hear that word, it’s a fact of life. Though it’s not always possible to say “yes,” best practice dictates that you should be as flexible and accommodating as possible for your customers. And don’t forget to be patient and understanding.

One thing a customer hates to hear more than “no,” it’s that something is “company policy.” Why? First of all, the customer doesn’t care what your store policy is. Second, they don’t see you as a customer service provider following policy, but rather as the company as an entity restricting them from getting what they want.

With both you and the customer at a loss for what to say, the interaction (and possibly the relationship) is subsequently done.

Don’t: Overcomplicate Things

A good rule of thumb to follow is that getting assistance and service should not be more painful than the problem itself.

Behold! The wonders of a FAQ (Frequently Asked Questions) page!

If this isn’t really your style, the next step is to make your customer service staff incredibly accessible.

Customers don’t want to look for an answer for too long, let alone explain it on the phone multiple times; 72% of customers blame poor customer service for having to explain their issue multiple times. You know what they say: a quickly diffused customer service issue keeps the bad reviews away.

Don’t: Ignore Complaints

Feedback, no matter its form, is always a plus. Who better to hear from than the customers who are literally the lifeblood of your business?

Embracing the good, the bad and the ego-deflating will ultimately help you to strive for better, in the long run, we promise. You’ll be able to understand your customer better, identify and solve your pitfalls and grow bigger and better! So, the next time a customer wants to give you their feedback, don’t brush it off, but rather see it as an opportunity to improve.

Good customer service always will be an essential part of a business. It’s your customer’s first point of contact with your business and allows them to connect and build trust with your business or brand. In today’s world, delivering excellent customer service is sometimes more effective than any advertisement could be! After all, $1.6 trillion is lost by companies in the United States due to customers switching as a result of poor customer service!

Follow these customer service dos and don’ts so people talk about you for all the right reasons. To find out more about how we could help you grow your business, book a consultation now.