Happy clients are the lifeblood of any business. They come back for more, recommend you to others, and help your business thrive. But how do you keep those clients happy? Through effective customer service. Here are 10 top customer service tips to turn satisfied customers into raving fans:
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Roll out the red carpet
Imagine your client is a celebrity entering a fancy event. Greet them warmly by name, with a smile that reaches your eyes. Make them feel like the star of the show. This sets a positive tone for the entire interaction.
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Become a listening ear
Don’t just listen to hear a response, listen to understand. Pay close attention to what your client is saying, both their words and their body language. Ask clarifying questions to show you’re engaged and truly want to help them find a solution.
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Swap the cape for a toolbox
Think of yourself as a superhero, but instead of fighting villains, you’re here to conquer their problems. Focus on resolving their issue completely, not just making a quick sale. If a solution can’t be reached immediately, explain the next steps clearly and keep them updated on your progress.
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Speak in plain English
Technical terms and jargon might sound impressive, but they can leave your client feeling confused and frustrated. Explain things in a clear, simple way that anyone can understand. Imagine you’re explaining it to a friend or family member who isn’t familiar with your product or service.
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Underpromise and delightfully surprise
Don’t set unrealistic expectations. Be honest about what you can achieve, but then strive to go above and beyond whenever possible. Maybe it’s a small discount, a free add-on, or simply exceeding the promised timeframe for resolving an issue. A little surprise can turn a good experience into an amazing one.
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Be flexible, not rigid
Sometimes, the rules are there to guide you, but there might be situations where bending them a bit can make all the difference. Use your best judgment and do what’s best for the client, as long as it stays within reason and doesn’t compromise your core values.
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Be a ray of sunshine, even on cloudy days
A positive attitude is like magic. It can calm a frustrated client and completely change the atmosphere. Smiling genuinely, being friendly, and even a little humour can go a long way in diffusing tension and making the interaction more enjoyable for everyone.
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Become a master of “yes”
Whenever possible, try to find ways to say yes to your client’s requests. It shows that you value their business and are willing to work with them. If saying yes isn’t possible, explain why clearly and offer alternative solutions that meet their needs as closely as possible.
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The art of the apology
We all make mistakes, that’s a fact of life. The important thing is how you handle them. When you mess up, take responsibility, apologize sincerely, and take concrete steps to fix the problem. Show your client that you value their business and are committed to making things right.
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Leave them wanting more
End the interaction on a high note. Thank the client for their business, for their patience, or for choosing you. Ask if there’s anything else you can do to help them today. Leave them feeling good about the experience and wanting to come back for more in the future.
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Final Thoughts
When you follow these customer service tips, you can build strong relationships with your clients who go beyond just a transaction. You’ll create a loyal following of happy customers who are the foundation of any successful business.
Got a suggestion? Contact us: editor@connectnigeria.com
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This article was first published on 6th April 2024
chidiogo-akaelu
Chidiogo Shalom Akaelu holds a degree in English and Literary Studies, from the University of Nigeria. She is a freelance writer, editor and founder of Loana Press, a budding online publishing outlet.
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