Customer service is the support you offer your potential customers or current participants to answer questions, address concerns, and facilitate information about your programs. Interaction with customers can happen in person, over the phone, or written through email or social media. Customer service can have both a positive or negative impact on your organization depending on the level of service you provide.
Here are some benefits of having a high level of service and displaying great customer service:
- It will help bring in new customers.
- It will retain current customers.
- It will garner more word of mouth about your programs and bring in referrals.
- It will reduce complaints and questions.
- It will improve employee happiness and morale.
- It will help establish a good reputation.
Poor customer service would not allow you to achieve these benefits which will result in a negative impact on your programs and organization. It is important to put an emphasis on great customer service to your staff and ensure they are trained properly. Here are several things you can do to improve your customer service:
- Set service expectations. Don’t offer too many different ways for customers to contact you if you cannot keep up with it and provide the support that is needed through each channel. Have clearly defined days, times, and channels when you are available to assist when needed.
- Know the information on your programs or where to get it. Too often front line staff cannot answer basic questions on the programs or give out the wrong information that can cause confusion among potential participants. The same would apply during a program with your current participants.
- Always be calm, friendly and positive. Even the most unruly customers can change their tune when talking to someone who remains calm, always has a smile on their face, and is working to get them what they need.
- Respond quickly. Even if you don’t have an answer, acknowledge receipt of the communication within 24 hours, then go find the answers they need and get back to them.
- Follow through. It is extremely frustrating for all of us when we leave a voicemail, send an email, or get told someone will call us back and it never happens. Follow through each and every time so customers can rely on you when they need answers.
- Actively listen. It is important to listen to customer feedback and make them feel like they are being heard when questions or concerns arise.
- Communicate clearly and concise. Get your thoughts in line before you respond so you can make sure the message you are communicating gets through to them as intended.
- Have empathy. Relate to your customers to make sure they have a great experience and get what they need from you.
- Be proactive. If you are getting the same type of questions or same complaints over and over again, chances are there is something you can do to get ahead of it. Look at the root cause of the questions or concerns and see if you can fix the issue so customers can get what they need and not have to come to you.
- Make information on your programs easily accessible. Have information available throughout multiple different channels and make sure it’s always up to date. Help customers help themselves, great customer service should always be available even when you are not.
Customer service happens in person, over the phone, or written through email or social media. Here are some guidelines on each form of customer service that will not only assist you when responding to customers, but internally when communicating with staff members or other stakeholders.
In Person Customer Service
- Actively listen
- Don’t be distracted
- Smile
- Make eye contact
- Speak clearly
- Engage in the conversation
- Don’t interrupt
- Say “please” and “thank you”
- Respect personal space
- Be mindful of your body language
Over the Phone Customer Service
- Monitor the phones
- Answer quickly after only a few rings
- Make sure there is a clear connection on the line
- Take notes if you don’t have the answer at that time
- Use a professional greeting
- Speak clearly and avoid using jargon
- Don’t interrupt
- Respond to voicemails within 24 hours
Email Customer Service
- Keep the tone professional
- Use proper grammar
- Have a professional signature
- Use short and relevant subject lines
- Don’t use emoji’s
- Don’t use humor or sarcasm
- Keep them short but descriptive and informative
- Respond promptly and every time, even if just to acknowledge receipt
Great customer service starts with the organization’s leadership and should be engrained in all staff, volunteers, and other stakeholders whether dealing with customers regularly or not. It will have a positive impact both internally and externally and help you take your programs to the next level!
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