Exceptional Customer Service

Customers' need and expectations are high and increasing. They expect businesses to be responsive, reassuring, courteous, competent, empathetic and reliable. The impression created by all levels of staff when dealing with present and potential customers is vital to securing the future of a business.

What makes an exceptional Customer Service?

There are four characteristics which make exceptional Customer Service and they are:

1. Reliability - This is the ability to provide what was promised, dependably and accurately.

2. Responsiveness - The willingness to help customers promptly, to get things done for the customer in a timely fashion.

3. Assurance - The knowledge and courtesy you show to customers and your ability to convey trust, competence and confidence.

4. Empathy - The degree of caring and individual attention you show customers.

Handling difficult requests

There may be times when you are faced with difficult requests or you think you cannot accommodate. There are a number of ways in dealing with this situation which are:

• Find an alternative - Seek other ways of providing a solution, for example, if you cannot offer a navy raincoat, offer a black one instead.
• Don't assume you can't - Find creative or innovative solutions. Before you say you can't, involve your customer in trying to find a way that you can.
• Focus on the positive - If a customer focus on the negative, focus on the positive, for example, say 'I really appreciate your bringing this to my attention' or 'I can understand your concern'.

Adding Value

By doing what the customer expects and nothing more, will not win any loyalty. Share new products and services with repeat customers first. Add value by keeping customers feeling that they are really part of your team. Other ways to add value is to go out of your way to satisfy your customer anticipate their needs and find solutions.

Say 'Thank You'

Frequently the reason that good customers fail to come back is because they feel taken for granted. One of the best ways to tell these customers that you do notice and appreciate them is simply by saying 'thank you'. You should thank your customers when:

• They do business with you.
• Compliment you.
• Offer comments or suggestions.
• Try a new product or service.
• Recommend a friend.
• They are patient or not so patient.
• They help you to serve them better.
• They complain.

Let your thanks be immediate, specific, sincere and special.

When things go wrong

When things go wrong, as they will invariably do, follow these steps to help remedy and pacify the situation:

• Apologise - Always start by saying sorry, even if you feel it is their fault, express your apologies for the anxiety caused.
• Listen, emphasise, ask open questions - Listen carefully, show empathy and ask open questions to gain and keep control.
• Rectify the problem quickly and fairly - Find a solution by involving the customer. Tell the customer what you are going to do.
• Offer a goodwill gesture - If there is a complaint about your product, offer it for free or some other gesture.
• Keep your promises - Be realistic about when and what you can and cannot deliver.
• Follow up - Check up with your customer that what was wrong has been put right.

The key to good Customer Service is to try to put yourself in your customers' shoes.