Key Elements of Great Customer Service

Sharon Boyd has nearly 25 years of experience between both the healthcare and marketing industries. In addition to being an RDH and content writing expert, she also holds a degree in business. Her responsibilities primarily include tackling the communication barriers between small business owners or healthcare providers and their prospective clientele.

Key Elements of Great Customer Service

In this time of automated everything, customer service has become more and more rare. Sometimes, it seems to be on the verge of extinction! It’s much more common to hear about times that a company, or the representative of a company, has acted rudely and without sympathy to a customer. But when your employees act and speak with care toward your customers and clients, you build a foundation of trust which they will, in turn, share with their friends and neighbors.

“We have two ears and one mouth, so we can listen twice as much as we talk.”

In communications, it’s called the 80/20 Rule: spend 80% of the time listening and only 20% of the time talking. The message is clear: Listen to people.

The do’s and don’ts of listening:

  1. Listen to hear and understand.
  2. Listen to hear the emotion behind their situation.
  3. Listen and put yourself in their shoes.
  4. Listen and be patient.
  5. Don’t react.
  6. Don’t start formulating your response before your customer finishes speaking.
  7. Take notes and ask questions before you decide what and how to answer.

Remember, the frustration a customer feels has little to do with your company, and more to do with his personal situation. In these cases, the best thing is to listen and make sure your customer feels heard.

Understand Your Product…

But… don’t be afraid to say, “I don’t know, but I can find out!” Anyone you trust to serve your customers should know the ins and outs of any product you offer. When you have new employees or an introductory product, the learning curve can be steep. Work as a team to help provide the best customer service.

Get Creative

Sometimes a customer’s problem needs a creative solution, instead of a canned one. Be willing to think outside the box to help come up with the best possible answer to their needs. Listen and ask questions about what they want or expect you to do. You might not be able to do exactly what they’re looking for, but if you listen and offer options in a positive and creative way, it will help them feel like they’ve been heard and helped.

Close it Up

Resolving a customer issue should usually end with customer satisfaction. If you have patiently listened, asked questions, and shown sympathy for their problem, you’re halfway there. While you’re closing your conversation, probe a little to determine if they are satisfied or if there is anything further they need from the interaction. Sending a customer away happy with positive feelings will help bring them back to you again!

Serving your customers should rarely be about selling to or getting anything from them, but instead about making them feel like you have the options they need, the solutions to their problems, and the answers to their questions! When they trust that the can turn to you for excellent service, other people will hear about it, and business will boom!