Good customer service is no longer an “extra.” It is the ticket to play the game. Though the definition of good customer service is not universal and varies according to the industry and the individual customer’s perception, there are some fundamental precepts to keeping your customers happy. They should be built into any customer service strategy.
- Respond promptly and properly.
Don’t keep customers waiting and don’t pass them from one rep to another without their permission and without a reasonable explanation of the process. Each step should bring the customer closer to resolution and the fewer steps the better.
- Provide an easily accessed resource for questions.
Too many online sales are lost because web sites make it difficult to get questions answered. When shoppers have a quick question, they need a quick answer or they’ll abandon their shopping cart.
- Be consistent.
When customers begin to understand that you consistently deliver good service, their trust in your company grows. This is the way to build customer loyalty.
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