Ordinary interactions only get you so far; memorable interactions create long-term customer relationships.
We must connect with our customers in order to gain their trust and respect, and it's the small things that matter the most. Moreover, these small things typically don't cost you a penny, and once you and your team embraces them, they can be easily engrained as a normal part of your practices and culture.
Stand out from the crowd by consistently "WOWing" your customers by being masters of these key customer service skills:
1. Impress from the start
First impressions mean everything; they set the tone for the entire customer experience. Make sure that you consistently make a positive impression within the first 3 seconds of each and every interaction. Use an upbeat tone, smile, and be confident and genuine.
2. Make a connection
You have to build rapport to develop a relationship with your customers. Match their speaking style and build their trust. Show that you genuinely care about them and their business.
3. Ask appropriate questions
Effective discovery questions allow you to customise to your customers’ needs and to tailor your conversations to what they care about the most. You need to naturally ask the right questions at the right time so it doesn't sound forced or scripted.
4. Be sincerely attentive
Truly observe and listen to your customers. Pay attention to individual interactions and be mindful of the feedback that all customers give to you.
5. Personalise
Get to know your customers so you can create personal experiences. Use their names fluidly and cater conversations to what you know about them both personally and professionally. Remember them and customise to their preferences during every interaction.
6. Show consideration
Always focus on what you can do, say, or sell to your customers so you are taking the best care of them and their unexpressed wishes. Go above and beyond to be considerate to all of their needs.
7. Exceed expectations
Customer service has never been so important, so you need to go the extra mile so your customers will keep coming back. Engage in superior customer service and interactions and be proactive with offering solutions.
8. Be honest
A key to business success is being open and honest with your customers. Customers want to know the truth, so you need to be honest about your pitch, the benefits, and more. Also, own up to mistakes and admit when you are wrong – this gains invaluable customer respect and repeat business.
9. React quickly
You are thrown curveballs, and you need to be able to think on your feet so you can satisfy the customer as quickly as possible. Have an efficient system and guidelines in place for your easy reference. Try to never make your customers wait because the faster you respond, the faster they will be satisfied. If you give an estimate for when you will get back to the customer, make it an honest one that you are certain you can accomplish, and then live up to your promise.
10. Show your appreciation
Your customers are why you are successful, so go beyond a simple “thank you” to show them they are appreciated. Do so in a more genuine and special way: present exclusive offers, send handwritten notes, or give them a free product that is catered to their specific needs.
Customer service expert and best-selling author Shep Hykens philosophy is, "Moments of magic don't just happen; they're created by people who know the formula." Now you too have a formula and list for achieving this customer service success, so share this list of customer service skills with all guest-facing team members. Then, make sure that these skills become a standard by training to it. Your return on this investment will be priceless.
About the author
Since May, 2002, Katie Scheer, co-author of ProLearning Blog, has been with ProSolutions (hospitality consulting, training, and evaluation experts). As the Vice President, she leads ProSolutions operations, sales and marketing, network and revenue management, new customer initiatives, and corporate strategy. She takes the success of ProSolutions very seriously and is very passionate about helping other companies to also achieve optimal success. ProSolutions (www.prosolutions.net) has helped major hotel companies to uncover customer service opportunities and greatly increase their sales and revenue, and they have built customized training and certification programs that enable companies and hotels to take their teams to the next level in performance. Katie can be contacted at katie@prosolutions.net.
