Importance of Customer Service

customer serviceIn previous blogs we’ve talked about management styles, we’ve talked about search engine optimization, and we’ve talked about marketing.  This blog has touched on money saving practices, it has mentioned exit planning, and it has discussed internet security.  We’ve covered a variety of topics, all of which are extremely important, but all doomed to failure without good customer service.  You see, business has many important aspects to it, but no business can thrive without customer service.  Advertising may raise awareness, sales may create revenue, but customer service is integral to customer retention.

Think about it.  Nobody likes bad customer service.  During the last year, I went to see an orthopedic office for some minor shoulder issues.  When I called, they never answered.  When I checked in, I waited in line for an hour. And when I left, they scheduled my follow up visit a month later.  Needless to say, I never went back.  Customer service is easy to do, but it has marvelous impacts.  Here are five simple tips to effective customer service.

1) Answer your phone.

If you need to hire some extra staff, do it.  Make sure that you always have someone ready to answer the phone.  No one likes going in circles with an automated answering service.  A cheerful answer to a phone call can put customers at ease and help brighten their day.

2) Don’t make promises unless you will keep them.

This should go without saying: always keep your word. Business is built on the concept of trust.  Reliability is the keys to any good relationship, and business relationships are like any other.  If you can’t fill an order by this week, don’t say you will.  Never let the customer down.  Think before you give any promise, because nothing annoys customers more than a broken one.

3) Listen to your customers.

Nothing is more frustrating than to explain an issue you are having, only to find out your listener is not paying attention.  Just let people tell you what’s going on.  Don’t try to sell them anything when they come to you, just listen to what they have to say. Let your customer talk and show him that you are listening by making the appropriate responses, such as suggesting how to solve the problem.

4) Deal with complaints.

Human beings, as a rule, do not like to be criticized and they especially do not like to hear complaints.  Unfortunately, one of the big issues related to customer service is customer complaints.  You can’t please everyone, but you can certainly listen to every customer that has a complaint.  If you give a satisfactory answer maybe you can appease this one person this one time.

5) Be helpful – even if there’s no immediate profit in it.

The best companies are the ones that are willing to help people even when no immediate profit is involved.  Nothing builds trust like unconditional service.  Give advice, help people out.  You never know who is a potential customer.  When a company goes out of its way to help me, I take notice.  It’s the very reason why Tarheel Imaging writes these blogs.  We enjoy educating people about good business practices, helping people save money, and providing useful tips.

Customer service is all about treating people with courtesy and respect.  People respond to good manners.  It is eight times more expensive to sell to new customers than to old ones.  Customer service is hugely important. If you want your business to prosper, treat your customers like family.  Tarheel Imaging and Microfilming has operated under that model since its inception.  As a family company started in 1990, we know all about how to treat family.  We work hard to build trust with our customers, and it shows.  Many of our clients are return customers.  They know we do a good job and that we a business with integrity.  Call us today and let us demonstrate our superior people skills.  We don’t want to just shred your paper; we want to build a relationship.