Customer Service “Rules” In Any Business

Good customer service is mandatory in any business. In order for your business to survive it must rely on repeat customers and your relationship with them. And let’s not forget that word-of-mouth advertising can make or break any business. Unsatisfied customers are always fast to spread their unhappiness, so don’t become a victim of bad customer service.
Here are a few tips to remember when dealing with your customer:

Be polite and use appropriate style.
This is a must. Your clients will respect you much more if you act and sound professional. Many people will take offense at being addressed too familiarly, so always approach your customer in a professional but friendly manner.

The customer is always right.
This is an old saying, but nevertheless true. The problem or blame in reality may be on the customer’s side, but you should never assert this outright. If it’s a problem on his side, be courteous and understanding and inform him of the necessary steps to resolve the problem. If the problem is on your side, do not be afraid and quick to offer your apologies and explain the problem if the situation warrants it.

Offer a refund if the problem is too serious.
Some customers are afraid to ask for a refund, even if it’s appropriate given the situation. Always offer a refund or replacement yourself if the situation warrants it despite any guarantees or disclaimers. Losing a customer over a small loss is not worth it. As stated before, unhappy customers can cost you more in the long run.

Be willing to go the extra mile.
It’s the little things that count. Always "over-deliver" when possible. When you can do more than is asked do not be afraid to, your customers will love you for it. For example, use pictures, screenshots and/or samples to answer a question instead of simply describing with words. Send a handwritten thank you note and coupon with your physical products. Your customer will appreciate it and will become a repeat customer.

Make your customer feel comfortable asking questions.
Answer all questions you receive promptly and politely. The fact that they may not be taking part in your latest promotion or buying your latest product doesn’t make their question any less important. It may be less profitable for you, but your customer could not care less about these things. Who knows, they could be planning a big purchase, or would have if they had been treated well.

Always follow-up if you expect a problem.
You do not need to follow your customers every step of the way. But if you notice a problem, or just answered a particularly complicated request, it’s best to make sure everything is resolved before you move on. Make it easy for them to contact you if there is still something wrong.

Communication is the key to successful marketing and excellent customer service. Remember, a confused or unhappy customer will always answer "no" or in the negative. And so will your bank statement. Do the right thing, for you and your customer!