VI. Golden Rules of Customer Service
Creating a solid foundation for customer service standards leads us to the discovery of the most important rules. By examining each of the parts that contribute to the success of a company (management, employees and client service culture), we now have the knowledge to define the best rules of excellent customer service. These rules are extremely efficient for all companies, whether they are multinationals or start-up businesses, and work perfectly for all industries. Companies that respect the following rules continue to develop and experience success in the rapidly-changing business world.
The 10 Golden Rules of Customer Service
1. Pay attention to each interaction, inside and outside
In our fast-paced society, it is easy to forget about the human aspect of business. Especially since most businesses now conduct services online, the interaction between human beings becomes less and less valuable. It is important to remember that technology, money and products are merely channels, and that the participants in the business dialogue will never change. It’s always going to be your company’s staff talking with the customers. Listen, personalize, and deliver with a smile.
2. Happy employees still make customers happy
Some traditional rules continue to be highly relevant for present times. Founders and owners of famous brands that we’ve examined in this book pay great attention to the wellbeing of their employees. Before wondering whether customers will like a product or service, ask yourself if your employees are happy delivering it. This will change your perspective and help you improve your company’s services.
3. Create a flexible business culture
Business culture is important for the interior of a company as well as its exterior. A healthy culture functions on flexible processes that can easily adapt when an issue appears. In order to create flexibility in the business processes, a company should encourage creativity among personnel and take into consideration the opinions of all people involved.
4. Create a pleasant business experience
Seeing the buyer as a rational, financial entity is an overrated and negative perception. Customers nowadays are looking for pleasant experiences, even when going shopping. Everyone deals with daily personal problems; we don’t need another burden on our shoulders just because we went shopping. Some clients even see shopping as a stress reliever. It is the duty of companies to make sure purchasing is a relaxing experience for all customers.
5. Use intuition as your number one tool
The new business direction is to anticipate the buyer’s needs. In the recent past, companies still believed that they had to wait for the customer to act, and then they would react. However, a successful business uses intuition and feelings as powerful tools in perceiving the consumer’s needs and creating entertaining responses.
6. Maintain a clear and coherent transparency
Present-day customers are heavy consumers of information. Data is available globally, all over the Internet, with few restrictions. You are providing information to clients about your company’s culture and services 24/7, all year round. Make sure that they receive clearly formulated information and be honest in order to avoid misunderstandings or unpleasant situations in which the client feels betrayed.