{"id":873,"date":"2020-12-02T17:00:00","date_gmt":"2020-12-02T09:00:00","guid":{"rendered":"https:\/\/blog.ninjavan.co\/en-ph\/?p=873"},"modified":"2022-06-27T14:51:35","modified_gmt":"2022-06-27T06:51:35","slug":"customer-service-dos-donts","status":"publish","type":"post","link":"https:\/\/blog.ninjavan.co\/en-ph\/customer-service-dos-donts\/","title":{"rendered":"6 Dos and Don\u2019ts of Excellent Customer Service"},"content":{"rendered":"\n

So you\u2019ve launched your online business and ramped up your marketing game, so…<\/p>\n\n\n

\n
\"season<\/figure>\n<\/div>\n\n\n

How about improving your customer service? <\/p>\n\n\n\n

Across the globe, 96% of consumers<\/a> say that customer service is an important factor in their choice of loyalty to a brand. <\/p>\n\n\n\n

Growing and establishing a loyal customer base is crucial to businesses of all sizes. The way you interact with existing or potential customers can make or break your chances of making a sale.<\/p>\n\n\n

\n
\"customer
Now that’s meow-vallous customer service.<\/figcaption><\/figure>\n<\/div>\n\n\n

\u201cLoyal customers, they don\u2019t just come back, they don\u2019t simply recommend you, they insist that their friends do business with you,\u201d<\/p>Chip Bell<\/a>, author of the book Take Their Breath Away: How Imaginative Service Creates Devoted Customers<\/em>.<\/a> <\/cite><\/blockquote>\n\n\n\n

Here are 6 basic Dos and Don\u2019ts of excellent customer service that are easy to put into practice!<\/p>\n\n\n\n

\n\n\n\n

DO: Observe basic courtesy<\/h2>\n\n\n
\n
\"Lion<\/figure>\n<\/div>\n\n\n

\u201cPlease\u201d and \u201cthank you\u201ds can go a long way. <\/p>\n\n\n\n

Staying polite and pleasant is the cornerstone of customer service. In fact,  68% of customers<\/a> believe that great customer service begins with a polite customer service representative who, of course, stays polite till the end.<\/strong><\/p>\n\n\n\n

In replying to online queries and messages, make an effort to appear pleasant and engaged: use smileys (appropriately, not excessively), address your customer as \u201cSir\u201d or \u201cMa\u2019am\u201d, and always remember your Ps and Qs.<\/p>\n\n\n\n

DO: Reply promptly<\/h2>\n\n\n
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\"look<\/figure>\n<\/div>\n\n\n

28% of customers<\/a> expect a reply from a brand\u2019s social media within an hour.<\/strong> <\/p>\n\n\n\n

So make it a point to reply to your customers as soon as possible. <\/p>\n\n\n\n

If you find yourself too busy with other tasks, try to set aside a fixed window every day (e.g. 10 a.m.\u201311 a.m.\/5 p.m.\u20136 p.m.) to reply to your customer queries.<\/p>\n\n\n\n

DO: Ask lead-generating questions<\/h2>\n\n\n
\n
\"better<\/figure>\n<\/div>\n\n\n

In the world of improv comedy, there\u2019s one golden rule every comedian knows by heart: Always answer each question thrown at you with \u201cYes, and\u2026\u201d<\/a><\/strong><\/p>\n\n\n\n

The same goes for business. When customers ask you a question, don\u2019t just answer it point-blank and let it end there. <\/p>\n\n\n\n

Instead, answer their query in an engaging manner, peppered with follow-up questions that can hook them into making a purchase.<\/p>\n\n\n\n

For example, instead of giving a price to a buyer asking you: \u201cHow much?\u201d, you can say \u201cIt\u2019s P300 \ud83d\ude42 May I know what you plan to use our product for?\u201d If your buyer replies that it’s a gift for his partner, you can offer to jazz up the wrapping to give the recipient a memorable unboxing experience!<\/p>\n\n\n\n

Now that’s great customer service. <\/p>\n\n\n\n

DON\u2019T: Appear disinterested<\/h2>\n\n\n
\n
\"As<\/figure>\n<\/div>\n\n\n

Just as you\u2019d be turned off by a snotty salesgirl while shopping at a boutique (think Julia Roberts in Pretty Woman<\/em>), customers hate uninterested replies from brands. <\/p>\n\n\n\n

This makes you appear rude and unconcerned, which can even lead you to lose a potential sale.<\/p>\n\n\n\n

Customers respond well to empathy. In fact, if responded to in a compassionate manner<\/a>, angry customers are more likely to calm down and leave feeling supported.<\/p>\n\n\n\n

DON\u2019T: Overcommit<\/h2>\n\n\n
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\"false<\/figure>\n<\/div>\n\n\n

Yes, it may be tempting to impress potential customers with impressive promises (\u201cWe can deliver the product in one hour!\u201d), but overpromising can backfire spectacularly on you: either through losing your pissed-off customer or by them leaving you a bad review (eek!).<\/p>\n\n\n\n

Remember: Always be realistic.<\/strong> <\/p>\n\n\n\n

Learn how to manage your customer\u2019s expectations, and make it a point to communicate your processes clearly.<\/p>\n\n\n\n

DON\u2019T: Spam interested customers<\/h2>\n\n\n
\n
\"talking<\/figure>\n<\/div>\n\n\n

No one likes a naggy person. <\/p>\n\n\n\n

It\u2019s important to keep customers interested, but repetitive messages can turn them away\u2013for good.<\/p>\n\n\n\n

If an interested customer hasn\u2019t replied within the day, exercise restraint and think twice before asking for an update. <\/p>\n\n\n\n

Send one follow-up message (max) the next morning, and let them make the next move. <\/p>\n\n\n\n

If they don\u2019t, it\u2019s their loss.<\/p>\n\n\n\n

\n\n\n\n

Remember, empathy and warmth are key to building and growing a loyal brand following. As Damon Richards<\/a> says<\/p>\n\n\n\n

Customers do not care how much you know unless they know how much you care.<\/p><\/blockquote>\n\n\n\n

Featured image by Valentinrussanov<\/a> on Getty Images<\/a>.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

Hate poor customer service? Your customers do, too. Here’s how to keep them happy and return to you.<\/p>\n","protected":false},"author":5,"featured_media":5479,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_seopress_robots_primary_cat":"","_seopress_titles_title":"","_seopress_titles_desc":"Hate poor customer service? Your customers do, too. Here's how to keep them happy and return to you.","_seopress_robots_index":"","footnotes":""},"categories":[202,62],"tags":[],"class_list":["post-873","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-established-smes","category-marketing"],"_links":{"self":[{"href":"https:\/\/blog.ninjavan.co\/en-ph\/wp-json\/wp\/v2\/posts\/873","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blog.ninjavan.co\/en-ph\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.ninjavan.co\/en-ph\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.ninjavan.co\/en-ph\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.ninjavan.co\/en-ph\/wp-json\/wp\/v2\/comments?post=873"}],"version-history":[{"count":1,"href":"https:\/\/blog.ninjavan.co\/en-ph\/wp-json\/wp\/v2\/posts\/873\/revisions"}],"predecessor-version":[{"id":5481,"href":"https:\/\/blog.ninjavan.co\/en-ph\/wp-json\/wp\/v2\/posts\/873\/revisions\/5481"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/blog.ninjavan.co\/en-ph\/wp-json\/wp\/v2\/media\/5479"}],"wp:attachment":[{"href":"https:\/\/blog.ninjavan.co\/en-ph\/wp-json\/wp\/v2\/media?parent=873"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.ninjavan.co\/en-ph\/wp-json\/wp\/v2\/categories?post=873"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.ninjavan.co\/en-ph\/wp-json\/wp\/v2\/tags?post=873"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}