Do you want your customers to keep coming back? Then you can’t escape nor ignore good customer service!
Nowadays, customers expect great customer service. That is a given. What can you do beyond that…something that makes your first time customers remember you, your service and your product and makes them come back to you. Even tell their friends. What can you do that your competitors are not already doing? Can you go the extra mile for them?
Here are 25 customer service skills your competitors can teach you [Infographic]
- Be a great listener: See how your competition listens to its customers. Asks the right questions and summarizes it for them. This shows that they care and helps them offer the right solution to their customers.
- Have great communication skills: Your competitor is probably great at talking with their customers. They not only know what to talk but when and how much to talk as well making them an excellent communicator.
- Cultivate Patience: ‘Patience is a virtue’. Agreed. But it takes a lot of time to develop and practice it. The more you’re able to practice it with your dissatisfied customers, the more respected and heard they’ll feel.
- Keep your promises: Live up to your word and your promises and be sure to deliver on them.
- Be honest: Your popular competitor is probably more honest and transparent with his/ her customers. He keep his customers in the loop as to what is going on and the reason behind the delay.
- Make the customer happy: Your competitor probably checks on his customers on a regular basis to make sure they’re happy with the offered solution and takes immediate action when they’re not. This helps him improve and keep up his reputation with his customers.
- Become an expert: Your competitor probably is not only an expert at selling but also knows his product or service really really well. He has taken the time to understand each product or service offering for various circumstances.
- Good body language: Whether your customers can see you face to face or hear you over a phone, your confidence shows in your voice. So, wear it! Have a good body language with a great posture and a smile and answer their questions or concerns confidently. This will show and help you sell more efficiently.
- Be confident: Your confidence will ease your customers into the solution you’re offering. Be fair, honest and confident. Believe in yourself and your product!
- Handle surprises well: The only constant is change. Learn how your competitor handles challenging situations and surprises. Is he able to keep his cool?
- Work under pressure: Knowing how to solve problems, thinking ahead and maintaining your composure at all times will help you offer the best solutions to your customers.
- What if it were you: See how your competitor feels empathy for his customer by putting himself in his customer’s shoes. This helps him gain perspective to the problem and offer a win win solution for both the company and the customer.
- Use positive language: Use positive, motivating and persuasive language with your customers for best results even in difficult times.
- Have computer skills: Your competitor is perhaps using technology to communicate timely and efficiently with his/ her customers.
- Take the extra step: Like I mentioned in my introduction, customers these days expect good customer service. That is a given. So, go the extra mile. Take the extra step. Do the unexpected to win their trust and keep them coming back.
- Learn from mistakes: Learn from not only your mistakes but that of your competitor’s too. Take the time to reflect on past mistakes, see what could have been done better to ensure that the same mistake does not repeat twice.
- Be a leader: Is your competitor considered a thought leader in your space? Do customers, competitors and industry respect his opinion or advice? See what he’s doing to get there and live up to his reputation.
- Friendly and compassionate: Be your customers’ best friend. Let them feel comfortable in confiding in you about a positive or negative feedback regarding a person, service or product and win their trust that you’ll always do the right thing.
- Know your organization: Network with people within your organization and know them well even if you don’t work with them directly. This will help you reach out to them at times when there is no easy or straightforward solution to a complex customer problem.
- Time management: Use your time effectively. Respecting your and your customers’ time will win their trust and reward.
- Analyze: Look closely as to how your competitor analyzes problems and offers out of the box solutions to help them.
- Negotiate and persuade: Your competitor has probably learnt and mastered the art of negotiation and persuasion to talk himself out of difficult situations yet keeping the customers’ happy and satisfied.
- Understand human psychology: Get more familiar with human psychology, body language and tone of voice when talking to customers. Your competitor perhaps knows a thing or two about human behavior that makes it easy for him to influence his customers and make genuine connections with them.
- Have tenacity: Being goal oriented, focused and determined shows your professionalism and dedication to the company you’re working for.
- Close the deal: Bring in the money! Your competitor is probably great at closing the deals. Learn how he addresses all concerns, offers a satisfactory solution and brings it all home.