做好客户服务的十大原则

做好客户服务的十大原则
Think about the last time you had a negative buying experience. Did an e-com merce site fail to respond to your email query? Or maybe a sales associate at you r neighborhood computer store didn't know the difference between a floppy drive a nd a hard drive. Perhaps you were left on hold for an inordinate amount of time w hen you called a mail-order company's toll-free line.
Negative buying experiences are almost always linked to shoddy customer servic e. These days it's rare to find good customer support, even though most businesse s claim that they put people first.
But customer service hasn't gone the way of the dodo. In fact, after consumer g roups and the media took potshots at e-commerce sites last year for leaving custo mers in the lurch, many businesses started to pay more attention to the levels of s ervice they provide. Good customer service is essential for all businesses, and pro viding it isn't that difficult if you and your employees enact these 10 basic rules:
Commit to quality service.Everyone in the company needs to be devoted to c reating a positive experience for the customer. Always try to go above and beyond customer expectations.
Know your products.Conveying knowledge about products and services will he lp you win a customer's trust and confidence. Know your company's products, servi ces and return policies inside out. Try to anticipate the types of questions customer s will ask.
Know your customers.Try to learn everything you can about your customers s o you can tailor your service approach to their needs and buying habits. Talk to p eople and listen to their complaints so you can get to the root of customer dissatis faction.
Treat people with courtesy and respect.Remember that every contact with a customer —whether it's by email, phone, written correspondence, or face-to-face m
eeting —leaves an impression. Use phrases like "sorry to keep you waiting," "than ks for your order," "you're welcome," and "it's been a pleasure helping you."
Never argue with a customer.You know darn well that the customer isn't alwa ys right. But instead of focusing on what went wrong in a particular situation, conc entrate on how to fix it. Research shows that 7 out of 10 customers will do busine ss with you again if you resolve a complaint in their favor.
Don't leave customers hanging.Repairs, callbacks and emails need to be han dled with a sense of urgency. Customers want immediate resolution, and if you ca n give it to them, you'll probably win their repeat business. Research shows that 9 5 percent of dissatisfied customers will do business with a company again if their c omplaint is resolved on the spot.
Always provide what you promise.Fail to do this and you'll lose credibility —and customers. If you guarantee a quote within 24 hours, get the quote out in a day or less. If you can't make good on your promise, apologize to the customer a nd offer some type of compensation, such as a discount or free delivery.
Assume that customers are telling the truth.Even though it sometimes appe ars that customers are lying or giving you a hard time, always give them the benef it of the doubt. The majority of customers don't like to complain; in fact, they'll go out of their way to avoid it.
Focus on making customers, not making sales.Salespeople, especially those who get paid on commission, sometimes focus on the volume instead of the quali ty of the sale. Remember that keeping a customer's business is more important th an closing a sale. Research shows that it costs six times more to attract a new cu stomer than it does to keep an existing one.
Make it easy to buy.The buying experience in your store, on your Web site or through your catalog should be as easy as possible. Eliminate unnecessary paper work and forms, help people find what they need, explain how products work, and
do whatever you can to facilitate transactions.。