The general advice of all customer service departments is to “listen to your customers.” And sure, that’s a great start, but it means nothing if you aren’t actively listening and trying to problem solve.
Think back to the most frustrating call you’ve ever had—the phone operator probably acted like they could care less about your problems, never mind getting them solved quickly. The whole process took 20 minutes and by the end of it, you still had your original problem (now complete with a few busted blood vessels and a sore throat from repeating yourself so many times).
If you are to be good at customer service, your company must be valuable to your clients. So, how do you do it? How do you give awesome customer service always? By following these rules:
Answer Your Phone
Sounds simple, no? Avoid answering systems if at all possible. People want to talk to a person, not a machine.
No one likes hearing things they’ve done wrong. But give their complaint proper attention and you won’t lose their future business. Even if it’s negative, feedback is valuable in any form to know how to better serve your clients. Take it with class—your customers will appreciate your patience and attention.
Don’t Take it Personally
Accept accountability, even if you didn’t personally handle their case. Apologize if necessary, and be the one who saves the day. Don’t get defensive. Simply ask how you can help solve their issue.
Train Your Staff
You can’t be the only one equipped to handle situations. Make sure your staff is well aware of protocol on solving various customer problems. And make it so your employees ever have to respond with, “I don’t know, but _________ will be back in 20 minutes and he/she can answer your question.”
Go the Extra Mile
If it takes 10 extra minutes to solve a problem more fully, do it. Go the extra step, call the extra person, and take the extra time because customers will notice.
Don’t Break a Promise
Never agree to anything that your team or company isn’t capable of following through on. Breaking a client’s trust is the best way to lose them—permanently.
As a full-service printer, McQuick Printing Company handles everything for you, from strategy and design to four-color printing, digital printing, mailing and other printing services.
Our commitment to the printing industry warrants constant upgrades to our equipment in the effort to provide the best quality product. The team goal of our organization is to always provide the highest quality in the most timely manner, and at the best possible value to our customers. Keeping current with rapidly changing technology is the key to maintaining a competitive edge. At McQuick Printing Company, we believe that if you merge technology with skilled craftsmen, you position yourself to be an industry leader.