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If customers are important to a business, then customer service is vital to business success too.
To some businesses, it’s the customer service that determines whether a customer will come back for more or not.
Making customers happy is important because it is the best way to gain their loyalty. Loyal customers can easily become brand advocates which is good for your business’s word-of-mouth marketing efforts.
No doubt about it, we all know that brand advocates are powerful marketing tools but is your business really making use of them and their loyalty to your business?
Phrases that will make your customers happy and buy more
First of all, what is customer service and do you really understand its importance?
Customer service is the service provided to customers before, during and after purchasing and using goods and services.
It’s an integral part of the business that has to be taken serious.
Good customer service provides an experience that meets customer expectations. It produces satisfied customers. Meanwhile, bad customer service can generate complaints.
Principles of customer service are all very well, but you need to put those principles into action with everything you do and say. There are certain “magic words” customers want to hear from you and your staff. Make sure all your employees understand the importance of the key phrases below:
#1]. How can I help?
Customers want the opportunity to explain in detail what they want and need. Too often, business owners feel the desire or the obligation to guess what customers need rather than carefully listening first.
By asking how you can help, you begin the dialogue on a positive note (you are “helping,” not “selling”). And by using an open-ended question, you invite discussion.
#2]. I can solve that problem
Most customers, especially business-to-business customers, are looking to buy solutions. They appreciate direct answers in a language they can understand.
#3]. I don’t know, but I’ll find out
When confronted with a truly difficult question that requires research on your part, admit that you don’t know the answer. Few things ruin your credibility faster than trying to answer a question when you are unsure of all the facts.
Savvy buyers may test you with a question they know you can’t answer and then just sit quietly while you struggle to fake an intelligent reply. An honest answer enhances your integrity.
#4]. I will take responsibility
Tell your customer you realise it’s your responsibility to ensure a satisfactory outcome to the transaction.
Assure the customer you know what he or she expects and will deliver the product or service at the agreed-upon price. There will be no unexpected changes or expenses required to solve the problem.
#5]. I will keep you updated
Even if your business is a cash-and-carry operation, it probably requires scheduling and coordinating numerous events. Assure your customers they will be advised of the status of these events.
The longer your lead time, the more important this is. The vendors customers trust the most are those that keep them apprised of the situation, whether the news is good or bad.
#6]. I will deliver on time
A due date that has been agreed upon is a promise that must be kept. “Close” doesn’t count.
#7]. Monday means Monday
The first week means the first week, even though may contain a national holiday. Your clients are waiting to hear you say “I deliver on time.” The supplier who consistently does so is a rarity and will be remembered.
#8]. It’ll be just what you ordered
It will not be “similar to,” and it will not be “better than” what was ordered. It will be exactly what was ordered.
Even if you believe a substitute would be in the client’s best interests, that’s a topic for discussion, not something you decide on your own. Your customer may not know (or be at liberty to explain) all the ramifications of the purchase.
#9]. The job will be complete
Assure the customer there will be no waiting for a final piece or a last document. Never say you are finished “except for….”
#10]. I appreciate your business
This means more than a simple “Thanks for the order.” Genuine appreciation involves follow-up calls, offering to answer questions, making sure everything is performing satisfactorily, and ascertaining that the original problem has been solved.