Give the customer what they want and most employers think they have an effective customer service process.  But giving customers what they want is not enough anymore.  Customers have greater choices on who they do business with and with competition greater than ever, it doesn’t take much for a customer to take their business elsewhere.

As an employer, you may be thinking that you can’t afford to spend money on customer service training or expensive customer satisfaction surveys.  No problem.  The following are no-cost, effective techniques that go above and beyond simply giving the customer what they want:

• Have an actual person answer the main phone line by the second or third ring.  Calls that are answered by an automated system can seem impersonal to the customer.  Make sure that when callers call the main line during business hours, the call does not go into voice mail.
• When speaking with the customer, use the customer’s name.  Of course, clarify the correct pronunciation of the customer’s name and always ask permission to use the customer’s first name.
• If you make a mistake when dealing with a customer, immediately admit the mistake upon discovery and apologize.  But don’t stop there.  You must also immediately fix the mistake and communicate to the customer how you will make certain it does not happen again.  If appropriate, consider providing the customer with an added benefit to make up for the inconvenience caused by the mistake.
• Provide the customer with a direct number to call should they have specific questions and give them the name of a specific person.  The one-on-one communication is a great way to build relationships and ensure open communication.
• Ask the customer if you can put them on hold while you research the answer instead of just putting them on hold to wonder what you are doing.
• Educate your customer service staff as to their level of authority when it comes to resolving customer complaints.  Do they always need to obtain manager approval or can the customer service representative immediately take action within specific guidelines?
• Before ending the call with a customer, ask the customer if you have fully addressed their needs and whether there is anything else that can be done. 
• Remember to thank the customer for their business.

By implementing one or more of the above customer service techniques, you’ll be one step closer to achieving exceptional customer service. 

“This article should not be construed as legal advice.”