Being a small business owner isn’t easy. We often juggle the responsibilities of home and job all by ourselves. We generally don’t have the time or the resources to do everything that we’re expected to do or want to do. Here are a few good customer service tips that I’ve found helpful both as a small business owner and as a customer service rep for a larger company.
1. Be approachable – Make sure that your website offers a way for people to get in touch with you. A few options are email, social media, telephone, or even a live chat support. Make sure that you list your hours of operation and stick to them.
2. Answer your phone or your emails in a timely manner – Nothing is more frustrating than to call or email someone and have no one respond. Even if all you have time for is a quick “let me get back to you on that”, take a moment to respond to them. A great example of chat support is the one at Global Response Chat Support.
Good customer service tips
3. Listen – When someone is upset, often they are looking for someone to listen to their complaints. Let them vent and explain what the issue is. Don’t jump in and assume you know what’s going on before they’ve finished speaking.
4. Live up to your word – Do not promise to have something done on Tuesday and then not have it done until Friday. People get frustrated. Brands get frustrated. Frustrated people don’t return to your business.
5. If you do have staff working for you, train them to now the business and products as well as you do. Make sure that they have the tools necessary to get the job done. If they answer phones, please make sure they have a pleasant speaking voice and can be easily understood by those who are calling in. I find this is a huge problem with call centers that have been relocated overseas.
6. Go the extra mile – Sure maybe the customer would be happy with you simply fixing their problem. That doesn’t mean that you cannot fix their problem AND offer them a discount on their next purchase. They will remember the extra step you take in the future and hopefully return to your business instead of your competitor’s.
7. Encourage suggestions – We all like to think we’re doing the best that we possibly can. There is always room for improvement. Make sure that your customers feel that you’re welcome to hear suggestions on how to improve. If you have an actual physical location, consider adding a comment box. If you have an online business, request feedback in your newsletter or when you ship your orders.
8. Be polite and respectful – Even if you’re angry, upset, pressed for time, don’t feel well or have a sick child in the background, you need to put your very best customer service response forward with each call. You never get a second chance to make a first impression.
What are some good customer service tips you have? What’s the best or worst customer service you’ve received?
Disclosure: This is a sponsored post. Regardless, I only recommend products or services I use personally and believe will be good for my readers. I am disclosing this in accordance with the Federal Trade Commission’s 16 CFR, Part 255: “Guides Concerning the Use of Endorsements and Testimonials in Advertising”