10 Rules of Customer Service for Small Businesses
In today’s competitive market, providing good customer service is more important than ever for businesses services that want to survive. The global marketplace has made it possible for consumers to have more choices of businesses to patronize than at an any other time in history. Businesses that fail the customer service test frequently find that their customers are going elsewhere. Following are 10 rule of customer service that can give your small business a competitive edge.
1. Both business owners and employees should know the products well. It’s frustrating trying to buy something from someone who lacks basic knowledge of the product.
2. Making it easy for customers to purchase your products or services will keep them coming back. Eliminate cumbersome steps and provide coherent product information.
3. The old-school way of treating the customer with respect still applies to businesses in the technological age.
4. Customers become frustrated when retailers do not get back to them in a timely fashion. Returning emails and telephone calls will circumvent this scenario and show the customer that you value their business.
5. Getting to know your customers will help you to better assess their needs. Talk with them when they visit your establishment and create a personal connection.
6. Providing what you promise will prove to customers that you’re a professional who understands how to do business. Don’t make promises that you’re uncertain that your business will be able to deliver on because you’re anxious for business.
7. Look at the big picture and focus more on retaining customers on a long term basis rather than making individual sales. Don’t pressure customers to buy a product or service that you know is wrong for their situation.
8. It’s important to listen to customers when they have complaints. Although some unscrupulous types may complain as a strategy to get a discount or a refund, most customers are honest.
9. Train your staff well in customer service techniques. If you routinely hire very young people, keep in mind that they may not yet possess good customer service skills. Arguing with customers is counter productive. Although customers aren’t actually always right, it’s best to focus on a solution when a disagreement occurs.
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