Characteristics of Good Customer Service in Business Sales
Good customer service in business sales is characterized by respect, timeliness and consistency. Satisfied customers will support your business over time and recommend it to their friends, while disaffected customers will make your life miserable and generate negative publicity. Even when you do not particularly like a customer, it is much easier to try to meet his needs than to be rude and deal with his complaints and dissatisfaction.
Respect
Chances are that you know more about your products and services than a customer does. Nonetheless, in a customer service situation, it is imperative that you treat the customer as an intelligent, informed party even when you are explaining matters that you understand very well that are completely unfamiliar to them. Put yourself in the position of seeing or learning about your products for the first time. Imagine that you have no previous experience in the field. Develop explanations and descriptions that assume some degree of intelligence, yet provide enough information for a lay person to learn what's needed. Gauge a customer's knowledge and experience in the field by the types of questions asked. Provide more sophisticated answers for more knowledgeable customers.
Timeliness
Customers appreciate it when you demonstrate you understand that their time is precious. Never keep a customer waiting unless it is absolutely imperative. If you are doing something involving an inanimate object, such as a price gun or a computer, set it aside while you attend to the customer's needs. If you promise to call or email in response to a question, do so promptly. If you do have to keep a customer waiting, apologize for the delay.
Consistency
Good customer service involves creating an experience and a level of service where the customer knows what to expect. If you fuss over the customer by bringing a drink of water and offering to watch their child while they shop, do this every time. If not, they'll be disappointed if this level of service isn't provided on a return visit. Keep your promises. If you say you will call back with an answer or a price quote, make sure to do so. If you offer to keep an item in stock, do whatever is necessary to have it on hand.
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