Friendly Service is more than just greeting customers with a smile. It means being knowledgeable about your products and services, and providing efficient help to customers. It is also about treating them like individuals, and communicating clearly so they understand what you are saying.
Many people think customer service is an add-on or an extra, but it is a necessary part of running any business. Providing excellent customer service builds trust and loyalty, and increases sales. A recent study found that 68% of consumers have made a purchase decision because of a positive customer service experience. Friendly Service is the best way to distinguish your brand from the competition and build customer relationships.
While technology can help provide speed and convenience, it’s the human touch that makes a difference. Customers are becoming more aware of the importance of good customer service, and want companies to make the experience more personal.
In fact, according to Salesforce’s State of the Connected Customer report, 94% of customers say that feeling as though a company cares about them is one of the top three things that will build trust. This is why it’s important to prioritize customer service tools that offer a more personal connection, such as live chat and phone calls.
When you provide friendly service, it’s important to be consistent with your approach across all channels. This is especially true as more and more customers are interacting with brands using multiple channels. Customers expect a unified and effortless customer experience, and they will become frustrated with brands that are inconsistent or confusing.
The most basic element of friendly customer service is common courtesy. This includes being polite, listening to a customer’s concerns, and following proper service etiquette. A great example is when Nashville’s Gaylord Opryland hotel sent an alarm clock to a disappointed customer because they had forgotten hers in her room, making her feel special.
Honesty is always the best policy. While it might sound like a cliche, customers say being honest and transparent is one of the most important aspects of building trust. It is especially critical in digital communications, where the tone of voice and body language are harder to interpret.
While it may seem obvious that you should treat customers with kindness, you must ensure your employees are properly trained to do so. This includes ensuring your reps are prepared to handle any scenario that might arise, and that they have the tools to resolve it quickly and efficiently. It’s also essential to train your reps to communicate clearly so that customers know what they are getting into.