SO-HO customer service

Great customer service will bring satisfied and returning customers.

“Customer service is the provision of service to customers before, during and after a purchase.According to Turban et al. (2002), “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.” -on Wikipedia.

We are all familiar with how can customer service can affect our business, but is customer service related or enhanced just by meeting the expectations on products and services. Or does it go beyond? Working from home is great and it allows you to choose your own hours, be your own boss and give you the freedom to decide which customer to take on board.

As SO-HO owner, we wear many hats and are constantly dealing with keeping the business afloat. While keeping the business running and juggling between marketing, servicing and producing to the customers, we overlook important routines and forget to pay attention to the overall outcome.

Sure, the product is good, and services in demand, but is there anything that could be done to boost the customer service? Are you paying attention to the noises around the house, when picking up the phone?

• Are you organized and ready to answer the questions?
• Do you need to fumble to find that price list, or spec sheet?
• Are the kids running in and out of the house, or is the dog barking.?

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What happens when your customer calls and they get you on the phone under these circumstances? Maybe you didn’t get to answer the call, or you forgot to return the e-mail or information that was requested, maybe you didn’t call the customer with details that needed to be ironed out before the service was performed. Customer service will reflect in all areas of your business and professional life. Will reflect and affect on how you conduct your business, how well you know your product the value you add, the attention you pay, the knowledge you share, the way you present yourself professionally.

Customer service starts the second you make the contact with your customer/ prospect and will and should continue as long as your service or product is in use by your customer.

It is said that a customer will form an opinion about the business and owner the first 10 seconds into a meeting or phone call.

Make your first 10 seconds count.

I found that standing up while taking customers calls and looking into a mirror across from where I stand, helps me see how the customer perceives me. Key things to remember:

Make a good first impression
Listen to the customer needs
Understand and act upon their needs
Create trust
Treat them as friends
Ask for feedback
Follow up with thank you letter or a note
Offer incentives: discounts, referrals or rewards
Tell them why they should spend their money with you rather than with a competitor.
Tell them how you provide better or faster service and why your quality is higher than the leading competition.

What will the customer’s benefit be after doing business with you that they won’t get elsewhere?

Don’t forget to smile and handle the service call professionally.

Next time you connect with a customer or prospect, use your customer service “mode” to conduct your business.