Customer Service For Small Business
Customer service is key for any business, but for small businesses it can be critical for survival. Having a smaller client/customer base than a big business, the loss of even a few customers/clients can be devastating. Recognizing it’s importance, implementing a good customer service program must be done and does not cost a lot of money. By focusing your attention and resources on quality customer service your business will grow, become more successful and thrive.
Small businesses that spotlight their products and discount prices instead of good customer service will hold up for just so long. Regardless of how wonderful your merchandise /services are or how good your specials are, there will be times you will encounter customers/clients who are unhappy. How you resolve the problem with this customer/client will determine your reputation and can be a win-win for all.
Unfortunately there will be times you have to say “no.” Maintaining good customer/client service at this time can be difficult and takes a skill that not every person can innately do, however everyone can learn the tricks to satisfy in tough situation that will make the job easier.
Customer service can be handled on the phone or in person, but regardless of how, you need to be in tune with the customer/client’s needs. If you sense they are being hostile or verbally abusive, it is important to listen completely and remain calm. Do not take it personally, it’s not about you. Try and focus on what the customer/client is trying to say. Express your concern, show empathy, and make them feel important. This simple step can diffuse the anger and discontent.
Show your customer/client that you understand. Depending on the situation, perhaps you can set up a meeting time to further discuss and give them your undivided attention. The outcome will depend on how you respond to negative behavior and rather than get sucked in, acknowledge your customers/clients feelings.
Customers/clients remember good service and many people are even willing to pay more for it. If you make great customer service an integral part of your company’s practice you will maintain and retain a loyal customer/client base and reap the benefits. Know that 80% of your business comes from 20% of your clients and customers.
