Developing Rapport with Customers

Research tells us that great customer service is imperative in business. One of the primary reasons customers stop doing business with a company is because of poor customer service. What’s more, dissatisfied customers will tell 10 other people about their negative experience and it will take five times as much money to attract new customers as it costs to keep current ones! In order to develop positive interactions with your customers, follow these basic guidelines for effective customer service.

• Give Your Customers Your Undivided Attention. Recognize that your customers are the reason you have your job and that without them, you wouldn’t be in business.
• Avoid Clipped, Short Answers. You certainly don’t want to ramble on for hours, but it is polite to offer an explanation with a “Yes” or “No” response.
  
• Never Argue with a Customer. Loose lips sink ships so bite your tongue and resist the temptation to fight fire with fire. Always maintain a rational, calm, and professional demeanor.
• Be Open to Customers’ Criticism. Our first and worst response to any type of feedback is defensiveness. Get in the habit of viewing criticism as an opportunity to learn something about yourself and your business.

For more strategies and tips on business communication, review our Online Courses and On-Site Training or send Judith an Inquiry E-Mail.