Customer service isn’t always easy. No product or service is perfect. Customers get frustrated. There are some basic principles that executed consistently can turn bad customer service into a win-win.
Here are some very good ideas from Amber Schaub, founder and CEO of RuffleButts, an online retailer specializing in clothing for toddlers, offers a few tips on providing excellent customer service based on her five years’ experience as a small-business owner:
- Always respond promptly. Even if you don’t have an immediate solution, customers like to know their complaint has been heard. Offer a tentative time frame if possible, or let them know you’re working on a solution.
- Carefully choose employees. Employees who will be working in the customer service department or handling any customer interactions. “They are ultimately your voice,” says Schaub.
- Make it personal. Include a handwritten note or a personal follow-up call.
- Follow the golden rule. Treat your customers as you would like to be treated in a similar situation.
- Use the Wow factor. Wow them. They will never forget it.