• PazerPlus awarded ‘Best Customer Service Excellence in eRetail’

    17 October 2015

    Working Towards Customer Satisfaction

    Regardless of the type of contact that you have with customers, whether it is over the phone, face-to-face, in a restaurant or shop, in an office or financial institution, in the entertainment or tourist industries, good customer service skills help everybody.   

    A happy, satisfied customer is likely to return and/or tell others about the good experiences that they had when dealing with your company – word of mouth recommendations from friends and colleagues are very valuable.


    This page contains some simple tips that you can use to improve your customer service skills, enhance the customer’s experience and increase satisfaction.


    The term ‘Customer Service’ is diverse and covers a multitude of industries and businesses.


    The following list is generic - you should adapt and change the emphasis of these tips based on your situation. 

    A customer buying a coffee is different from a customer buying a new car and a client booking into a hotel is different to a client applying for a mortgage.  Follow any guidelines your company has for customer service.


    Smile

    This is the most simple and often the most powerful tip for customer service (and most other interpersonal interactions).

    Smile. Smiles are contagious – usually when you smile at somebody they’ll smile back at you.  Do not pretend to smile, or produce a false smile since these are easy to spot and send the wrong messages. Instead relax, gain eye-contact and smile naturally.  This will help the customer or client to feel at ease and welcomed, and you’ll come across as friendly and approachable, setting the scene for a more positive interaction.

    If you are talking to somebody on the telephone then you can still smile – your voice sounds different when you smile and are happy.  Clients and customers are more likely to want to talk to a cheerful person with an enthusiastic personality and by smiling while you talk you can help to project this.

    Make the Customer Feel Welcome

    Use an appropriate greeting to make your customer feel welcome.  Customers nearly always have a choice of which businesses and organisations they use, they didn’t have to pick yours and they don’t have to pick yours in the future.

    Start positively with a warm, sincere welcome; but don’t overdo it!  “Good Morning”, “Welcome”, “Thanks for stopping by” are all simple introductions and you can follow up with “How can I help”, “Are you looking for something in particular today” or some other appropriate comment to indicate that you are there to help and that you are happy to help.  Continue communicating as appropriate, relax and be as natural as possible – if necessary steer the conversation around the product or service you want to sell. You don't want to come across as being pushy or too complacent so try to be natural and avoid sounding as if you are reciting a script.

    Never complain to a customer about your organisation, your day, how busy you are, the management, your colleagues or anything else that may lead the customer to develop negative feelings.


Comments