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7 basic beginner tips on Customer Service
by Startacus Admin
Helen Murphy is a Consultant with extensive experience in Customer Service Training.
15 years in the hospitality industry has given Helen the insight and experience into what is expected by customers. Giving practical and useful advice on the importance of great, ongoing customer service skills, particularly to start-ups, is one of her specialities. Helen also works with entrepreneurs in Start Your Own Business Programmes for many Local Development Companies in Ireland. With this in mind, Helen shared 7 basic beginner tips on Customer Service that any first time business owner or startup would need to know. Check out the 7 beginner one line tips below and keep them in mind if your understanding of Customer Service needs an initial kickstart.
"So, you are a start-up, an entrepreneur with a great idea and you are on the road to bringing your business to fruition, well done.
You are busy with plans, designs, research, product testing, accountants, bank managers, etc BUT don’t forget your end user – your customer!
It is so easy, however unintentional, to forget about the importance of customer service and what your customer service policy is going to be. You may be a one-person operation at the moment and therefore totally responsible for how you look after your customers. Here are some tips to ensure great, ongoing customer service.
No.1 At the beginning of every workshop I present, I ask one question – How many people here have a voicemail on their mobile phone? You would be surprised to learn that, on average, 70-80% will say they won’t. If you are unable to answer a call then how can your customer feel secure that they have reached the right person or leave a query with you, if you have no voice mail. Record a simple message (with no background noise or James Bond impression) stating who you are and that you will get back to them as soon as possible.
No. 2 Always return those missed calls as soon as you can....
No. 3 You are not working Monday – Friday, 9-5, so you can write emails, newsletters, blogs at any time and return calls after 5pm (within reason!).
No. 4 Always use positive language such as Thank You and I Appreciate Your Business/Call, etc.
No. 5 Keep engaging with your customers without bombarding them with ‘sales’ pitches.
No. 6 Listen to your customers – yes, you have come up with a fantastic new product/service but maybe they are telling you about something that’s not quite working. Be open to change – flexibility and adaptability are two of your many new skills!
No. 7 There is nothing wrong in saying ‘I don’t know’ to a customer as long as you follow it up with ‘but I will find out’ or ‘I know someone who does know’.
Remember that repeat business is 5 times more effective than new business, great customer service will ensure customers will return at a fraction of the cost.