1) Answer your phone.
Try to answer your phone in a timely manner. We do not want to keep the customer on hold or waiting too long. Most people will not leave messages and will just move on to somewhere else.
2) Don’t make promises unless you WILL keep them.
Not plan to keep them, will keep them. Reliability is one of the keys to any good relationship, and good customer service is no exception. If you say, “Your bag will be there on Tuesday”, make sure it is delivered on Tuesday. Otherwise, don’t say it. If you are contacting a vendor about a specific order and they are not responding, let the customer know that you are making an effort and will contact them as soon as you have a response. Keep them updated on the situation. Do not think “Well OK I contacted the vendor, I did my part.” The customer made the purchase with us not with the vendor. They will expect us to follow through. Think before you give any promise - because nothing annoys customers more than a broken one.
3) Listen to your customers.
Is there anything more exasperating than telling someone what you want or what your problem is and then discovering that that person hasn’t been paying attention and needs to have it explained again? From a customer’s point of view, I doubt it. Can the sales pitches and the product babble. Let your customer talk and show him that you are listening by making the appropriate responses, such as suggesting how to solve the problem.
4) Deal with complaints.
No one likes hearing complaints, and many of us have developed a reflex shrug, saying, “You can’t please all the people all the time”. Maybe not, but if you give the complaint your attention, you may be able to please this one person this one time - and position your business to reap the benefits of good customer service.
5) Be helpful - even if there’s no immediate profit in it.
The other day I popped into a local watch shop because I had lost the small piece that clips the pieces of my watch band together. When I explained the problem, the proprietor said that he thought he might have one lying around. He found it, attached it to my watch band - and charged me nothing! Where do you think I’ll go when I need a new watch band or even a new watch? And how many people do you think I’ve told this story to?
6) Take the extra step.
For instance, if someone comes to the site and takes the time to call, help them. Do not just say, “Here is a style number, you can place the order online.” Show them a couple of items that fit their needs, explain the features, the pros and cons of the bag. They may not tell you directly but they will appreciate the service.
7) Enforce the 24 hour rule.
Try to answer all e-mails and messages within a 24 hour timeframe. This does not just pertain only to customers, but co-workers as well. The quicker a situation is resolved, the happier everyone will be.
8) Keep notes
Communication is the key, and too much information is never enough. We all know how it feels when a customer calls about a prior situation and we have no information to supply them, because the person handling the problem did not take time to note the order. The five minutes it will take you to place notes on an order will save hours of headaches in the long run.
