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Because you work from home, you're probably a one woman show. Your “customer service department” is you and you, alone. So it makes sense that you would want to do whatever you can to improve the service you give to your customers.
Here are seven Do's to keep in mind when it comes to offering your customers the best possible service.
DO be kind, even when you're having a bad day. Your customers don't care if you've just had a fight with your husband, your kids have been driving you crazy all day or your hair dresser cut your hair too short. That may sound harsh, but customers just want their products. And, frankly, they don't want to deal with extra “attitude” or disrespect from you. So, even if your dog just dug up your flower bed, don't let your anger or frustration affect how you treat your customers.
DO answer your phone, or at least call back within a few hours. Over the past several years, we have certainly gotten used to leaving messages on answering machines. But how refreshing when someone actually answers the telephone! Whenever possible, pick up that phone. And if you're not able, at least return the call within a few hours. Promptly returning phone calls tells the customer they are important to you. And that speaks volumes.
DO keep your promises. Customers appreciate honesty, even if it's a bit disappointing. Don't promise to deliver an order on a day when you have a dozen other things to do and there's a chance you won't get to it. Being thought of as untrustworthy and unreliable is not something that will keep your customers coming back.
DO give great customers great deals! While a special discount is a great way to encourage a first-time customer, offering regular deals to your faithful customers will not only make them feel appreciated, it will keep them knocking on your door. Hold an occasional customer appreciation sale, and throw in extra products and discounts for returning customers.
DO Deliver! Whenever possible, try to deliver your customer's products to their door. This makes it easier for them, which is true service. If you are unable to deliver and must have customers pick up their orders, offer a small gift (maybe an extra product or a coupon) for their time and the gas it cost to make the drive over.
DO Follow-up. After a customer receives an order, follow up with a personal phone call to make sure she is satisfied with her purchase. If she's not, do what you can to make it right. But, hopefully, you'll find most people are happy with their products and will appreciate the fact that you cared enough to take the time to check.
DO restrain when customers complain. When you get a customer who complains about a product or the service, refrain from lashing out, snapping back, or getting defensive. Responding in anger only fuels the situation and causes more stress and bad feelings. Take a deep breath and respond calmly and with kindness to diffuse the customer's irritation and make things right. Even if you believe the customer is wrong, bite back your pride and say you're sorry that she is dissatisfied.
By treating your customers with respect and kindness, you're letting them know that genuine old-fashioned customer service still exists in today's hurried world.