ARTICLE

10 TIPS FOR DEALING WITH CUSTOMERS

MARKETING & SALES

Your company’s most vital asset is its customers, so you need to make sure
you’re dealing with your customers properly. Without them, you would not, and
could not, exist in business. Sure, you can attract new customers with unique
products, free gifts, or reducing your prices; but if you’re not creating
relationships with them, they’re not going to return or recommend you.

Sometimes it can be challenging to build those relationships. The questions you

get asked in a customer facing role can be in equal parts interesting,
monotonous, funny and challenging. The key is to make each customer feel
welcome and helped.

Here are ten tips for dealing with customers and delivering excellent customer
service:

10 Tips for Dealing with Customers

1. Listen to Customers
Sometimes, customers just need to know that you’re listening. If they’re
confused or have a problem, by lending a listening ear, you’re showing that you
care and that you’re not dismissing them.

2. Apologize
When something goes wrong, apologize. It’s amazing how calming the words
“I’m sorry” can be. Don’t engage in fault-finding or laying blame, but let them
know you’re sorry they had a problem. Deal with the problem immediately and
let the customer know what you have done.

3. Take Them Seriously

Make customers feel important and appreciated. No matter how ridiculous a
question may sound to you; it’s important to the customer. If they feel like
they’re being laughed at, or spoken down to, they will not purchase anything.
Customers can be very sensitive and will know whether or not you really care
about them.

4. Stay Calm
Difficult as it is sometimes, it is important to stay calm. Your calming approach
will help your customer stay calm too. They will feel like you’re in control of the
situation and that you can help solve their problem.

5. Identify and Anticipate Needs

Most customer needs are emotional rather than logical. The more you know
your customers, the better you become at anticipating their needs.
Communicate regularly so that you’re aware of problems or upcoming needs.

6. Suggest Solutions
Have a menu of calming remedies which you and your employees can use.
Whether it’s purely a refund or return, or if it’s coupons or a free service. By
agreeing in advance the scenarios where you will provide these remedies, and
how much you’re willing to spend, you will be able to speak calmer and more
confidently when offering the solution.

7. Appreciate the Power of “Yes”

Always look for ways to help your customers. When they have a request (as
long as it is reasonable), tell them that you can do it. Figure out how
afterwards. Look for ways to make doing business with you easy. Always do
what you say you’re going to do.

8. Acknowledge Your Limits

Yes is a powerful word but if you’re unable to fulfil a request: know your limits.
You can’t be everything to everyone. If you don’t think you can fulfil the
request, help them find an alternate remedy. Whether that remedy is your
business or another, they will appreciate the extra mile you went to help them,
and will recommend your business to their network.

9. Be Available
Customer service is no longer just about face-to-face contact and telephone. If
you’re working in an industry or marketplace where customers are constantly
online, you need to amend your service delivery to incorporate that.

It does not need to be a dedicated helpdesk Twitter handle - simply make sure

you respond promptly and informatively to clients on your main business
Facebook page or to your Twitter account.

10. Get Regular Feedback

Feedback is a great way to grow both your business and your skills. Provide
ways for customers to give feedback whether it’s a follow-up email or phone
call, a suggestions box or something more fun and innovative.