Customer Service Guidelines

Customer guru Avinash Narula is customer mathematician. He had developed many rules on how customer satisfaction and retention can improve business sales and profit. Customer guru running an academy on customer retention and making people aware of customer retention.

Start with a Positive Attitude and encourage face to face dealing – Any customer service situation as a challenge and an opportunity to learn and grow. Always start with a positive attitude. A positive face always relax situation and bring good results. Encourage face to face dealing with customers as it will give more confidence to customer in your service as client relate them self to you personally. When you meet them be calm and confident.

Listen with Empathy and keep customer informed – Put yourself in the customer’s shoes, experience his/her pain, and communicate to the customer you understand the pain. Second thing is customer should be informed. They should get message regularly on what action is taken on there problem. Let the customer know you're working on it. As customer is aware that something is been done on his problem then they will not found it bad.

Have Friendly Approach and Take Ownership – Rather making and excuse apologize and take ownership for what happened with the customer. Have friendly approach, keep clear head and respond to clients in time. It will give more satisfaction to customer. Customer satisfaction improves customer retention and profits too. So always be polite and courteous with the client.

Clearly Defined Customer Service Policy - Let the customer know what you are willing to do to take care of his/her concerns. If a customer has a problem, what should they do? As unknown stat where customer don’t know where to go to resolve problem bring customer dissatisfaction and defection. So make sure your customer service policy is present on your site or anywhere else it may be useful.

Attention to Detail and Take Action – The most important customer service secret is taking action on customer complaints if you don’t take action, all your actions and credibility are lost. You increase customer retention when you make sure you deliver more than what is promised. Give attention to every detail Act quickly, act with a quality solution, and act with integrity.

Honour Your Promise with client need Anticipation – You should always honour your promise with view to client needs. It is very difficult to be super service provider but the things can be thing always be in control with little anticipation of customer needs. Always. There can be many aspect in completing a project like technology failure or sub contractor doesn’t deliver in time. You should always anticipate customer need by putting you self in customer shoes.

Customer service, like any aspect of business. Customer satisfaction and retention will allow you to get more business from current customer and there referrals. You should thing like that what would you want from your business if you were the client? How would you want to be treated? Treat your customers like your friends and they'll always come back.