At the heart of every great business, you will find exceptional customer service. From the first interaction to the follow-up communications, how you interact with your customers shapes their entire experience and determines how loyal they will be to you, and how much they recommend your business. It’s not just about answering a question or resolving a problem; it’s about making every touchpoint great. So, let’s dive into the essential do’s and don’ts that will help you create a customer service experience that sets you apart from the crowd.
What is customer service?
Customer service is about more than just answering calls or emails – it’s the art of providing the right support, information, and care at every stage of the customer journey. It’s about creating positive, seamless interactions that not only solve problems but also build trust and loyalty. At its best, customer service isn’t just reactive; it’s proactive and personalized, anticipating each customer’s needs before they even have to ask.
Why is consistent customer service important?
Consistency is key when it comes to customer service. When customers know they can rely on you to provide the same great experience every time, it builds confidence in your brand. Whether it’s on the phone, via email, or in person, delivering consistently high-quality service ensures customers keep coming back. It’s the kind of service that makes your business their first choice, time and time again, and leads to your customers recommending you to friends and family.
Customer service do’s and don’ts
Customer service is a fine balance – there are definitely things you should do, and others that you should avoid at all costs. Let’s have a look at important do’s and don’ts that will help you make each customer review feedback a great one!
The do’s of customer service
- Listen with intent – Pay close attention to your customers’ concerns. Active listening shows you value their input and want to help.
- Be respectful and polite – Every customer deserves respect, no matter the situation. Kindness goes a long way. Even if your customer is being rude to you, keeping that polite tone could help you turn the situation around.
- Respond quickly and effectively – Speed matters, but make sure you’re also solving the issue properly. A fast answer is only helpful if it’s the right answer.
- Personalize your service – Address customers by name, and tailor your responses to their specific needs. It shows you’re not just a robot behind a screen.
- Communicate clearly – Whether you’re explaining something over the phone or in an email, keep your messages simple, direct, and easy to understand.
- Follow up – Check in to make sure everything went smoothly. A follow-up shows you genuinely care about the customer’s satisfaction.
- Go the extra mile – Little surprises – like offering a helpful tip or sending a personalized thank-you note, create memorable experiences.
The don’ts of customer service
- Don’t ignore customers – Never leave a customer hanging. A delayed response or lack of attention can lead to frustration.
- Don’t get defensive – If a customer’s upset, stay calm. Avoid getting defensive or arguing; instead, focus on finding a solution.
- Don’t overpromise – Only commit to what you can deliver. False promises can easily backfire.
- Don’t be vague – Always provide clear and concise answers. Customers appreciate transparency and honesty.
- Don’t rush through interactions – Give each customer the time they deserve. Rushing can lead to mistakes and missed opportunities.
- Don’t treat customers as inconveniences – No matter how small the issue may seem, always approach each situation with patience and empathy.
Customer service do’s and don’ts: answering the phone
The phone is often the first place your customer will make contact with your company. So, it’s essential to make sure that phone calls are handled just right. Here are some key do’s and don’ts for answering the phone.
The do’s of answering the phone
- Answer promptly – Aim to pick up within the first three rings. The faster you answer, the less likely customers are to feel frustrated.
- Introduce yourself – Let them know who they’re speaking to. A personal touch goes a long way in building rapport.
- Speak clearly – Ensure your voice is calm, clear, and easy to understand. This is especially important if there’s any background noise.
- Be present – Give the customer your full attention. Stay focused on the conversation and avoid multitasking.
- Offer assistance upfront – Ask how you can help right away. It shows you’re eager to resolve their issues quickly.
The don’ts of answering the phone
- Don’t leave calls unanswered – If you can’t answer, make sure to have a voicemail or automated system that assures the customer you’ll get back to them.
- Don’t be distracted – Don’t answer the phone if you’re in the middle of something else. Always give the call your full attention.
- Don’t be rude – Always stay polite, even when the customer is upset. It can be hard, but it’s important to maintain professionalism.
- Don’t leave customers on hold for too long – If you need to place someone on hold, let them know how long they can expect to wait, and always check back in to keep them informed.
- Don’t speak too quickly – Clear communication is key. Take your time when speaking and avoid rushing through the conversation.
In the end, customer service isn’t just a function of your business – it’s the face of your brand. By following these do’s and don’ts, you’ll not only ensure your customers get the best experience possible, but you’ll also build lasting relationships that keep them coming back.
Here are Moneypenny, we know what great customer service looks like. Call us today on 866.202.0005 to chat about how we can help your business and guarantee your customers a great experience.
