Important Characteristics of Great Customer Service
Everybody feelin' good on this lovely Friday? I know I am, and I'm excited for the weekend! Welcome back to the Business Discussion board, where we do just that and talk about all things small business. Today I wanted to share something that I feel is always relevant but may be even more important currently. What is the topic, you ask? Well, we're taking it back to basics and covering the characteristics of great customer service, as presented on indeed.com. Here's what was mentioned...
What is it?
A good place to start is always a definition. According to the article, "Customer service is the assistance and advice an employee provides to customers. Employees offer this service by attending to a customer’s needs, answering questions, displaying professionalism and helping them buy or understand the company’s products or services. Good customer service leads to happy clients and customers, which positively affects a company’s growth."
A good place to start is always a definition. According to the article, "Customer service is the assistance and advice an employee provides to customers. Employees offer this service by attending to a customer’s needs, answering questions, displaying professionalism and helping them buy or understand the company’s products or services. Good customer service leads to happy clients and customers, which positively affects a company’s growth."
Some benefits of good customer service include...
- Customer satisfaction
- Increased customer retention
- Customer referrals
- Positive reviews
- Better work environment
- Competitive advantage
So, how can you practice excellent customer service?
- Empathy: or "the ability to understand an individual’s feelings and where they’re coming from." Customers typically come to you when they need a problem solved and showing empathy lets them know you, your employees, and your company really care.
- Problem-solving skills: as previously mentioned, customers often times communicate problems they're facing to business owners and the challenge to solve them. With that being said, having problem-solving skills is necessary for providing the best customer service.
- Communication skills: whether it be verbal or through a written message, business owners and their employees must be able to communicate effectively to assist their customers.
- Patience: there may have been a time when you've dealt with a difficult customer. If you haven't yet, you most likely will have to in the future. Keep in mind, your patience can make or break a customer relationship or the potential to have one in the future.
These are just a few characteristics of excellent customer service. Check out the full article for even more pointers, and even questions about these traits to ask during a new hire interview. What do you focus on when it comes to serving your customers? We'd love to hear your experiences. Have a great weekend!