Everyone, from multimillion dollar corporations to mom-and-pop businesses, promises exceptional service. But all too often, it’s an empty promise that results in customers who disappear, taking with them any hopes of increased sales and profits.
Customer service includes everything from greeting customers and thanking them for their business to delivering what you promise and doing whatever it takes to satisfy the customer. Providing your customers with exceptional service will give you and your organization a competitive edge and impact customer loyalty.
Here are five basic principles of customer service, which if mastered, will help you succeed as a small business owner:
1. Feel good about yourself
We tend to live in a negative world and to think negatively. It’s critical that you feel good about yourself, that you are confident, enthusiastic, and positive. Each of us is responsible for how we feel about ourselves. You must believe in yourself, concentrate on your strengths, and recognize the importance of your role. Use affirmations and visualization. Read books on self-improvement and strive to be the best you can be. See yourself as you can be, not as you are.
2. Be courteous
It takes no more time to be nice and polite than it does to be rude. Every customer wants to feel important to you and your organization. Treat them with courtesy and respect. When you do, they will return to you time and time again.
3. Communicate with positivity
Smile, call customers by name, and give specific, genuine, sincere, and timely feedback. When you communicate positively, you form a connection with the customer that says, ‘I am pleased that you patronize my company, I value you, and I am here to ensure your needs are met.”
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