Provide a personal and purposeful customer service in your business

If asked, what do you think your customers would say about your customer service?

How do your customer service team treat your customers?

Poor customer service – call backs, transfers, department switching, having to repeat information and customers feeling they are being treated as just another number – can lead to your customers moving elsewhere.

It’s important to remember that every customer is different, with distinct needs and problems, and the best customer service people tailor their responses depending on the needs of each customer.

The best customer service people talk to customers in a personal and purposeful way. They work out their customer’s state of mind and their situation, and then tailor the resolution to the needs of the customer at that exact point in time.

Do your customer service people do this?

Improving your team’s skill at framing customer service by using the right language, actively offering solutions and guiding customers towards a mutually beneficial solution will bring greater customer loyalty.

And using a checklist to ensure nothing is left out and that all areas of the problem are dealt with can help as well.

There are many pitfalls and mistakes that are made in customer service – you’ll have experienced many of them yourself, on the other side, as a customer.