Have you ever wondered how big businesses manage to attract and retain happy customers? You could say it is because they have a lot of money to invest in attracting and keeping their customers happy. That may be the case, but most customers could care less if they receive poor service, they will definitely look elsewhere – where they are treated better. So why not offer good customer service, which by the way does not always have to cost a lot of money. It is as simple as:
- Answering your phone when called, if you miss the call, call right back or text if you are not in a position to call. It is unfortunate that many businesses fail to update their contact details on their business documents or websites; the phone numbers do not go through or are out of service or the email never gets responded to. Avoid such.
- Be reliable by keeping your word. Deliver when you say you will deliver. If something unexpected comes up, communicate with the customer, do not lie about anything. Usikuwe mdanganyifu…ukiulizwa utapeleka mzigo lini, wamdanganya baada ya saa limoja, na wajua uko kazi nyingine Lodwar! Si ajabu huyo mteja akipeleka biashara kwengine.
- Address any complaints that may arise. Walk with the customer till the end; always confirm something is done as expected by the customer. Mfurahishe mteja wako.
- Ensure all staff are well trained to politely give correct information to customers. It may be as simple as knowing what is in stock before hand and possible alternatives that could be offered. Or looking at your schedule so you don’t have two or more customers to serve at the same time (doctors giving same appointment times to your patients), of course this depends on the nature of the business… but you get the point. Si swali lolote liulizwalo, jibu ni, “Sijui, ngoja niulize…pole, hatuna.”
- Go the extra mile. If they are buying something to be installed, ask if they need help, let them know you can do it for them for a small fee perhaps, if not for free. If you have a car-wash why not invest in tire-pressure equipment and check the tire pressure for your customers as well. Offer seasonal discounts, after sale service, and so forth.
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These 8 simple rules will ensure your business becomes known for its good customer service so you reap the benefits good customer service provides.
Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won’t be profitable for long. Good customer service is all about bringing customers back. And about sending them away happy – happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.