Customer service is a vital element in every business.
After all, no business exists without customers of some type or another. (Even your co-workers or staff are considered internal-customers!) Good customer service, however, is about so much more than merely interacting with customers. It is about building an understanding with them. Customers should understand who you are, what you do, why you do it, how your product/service can benefit them, and what they need to do to gain said advantage. That is the core of customer service. But the vital question is how do you provide good customer service?
Putting yourself in the customer's shoes is the only real way to empathize with their situation and feelings. From there, it can be relatively easy to ensure they have an excellent customer service experience with you. Utilizing the three 'W's of customer service can help guide you on ensuring they understand your side as well.
- Who will be helping them if you cannot help now
- When will the next time you talk to them be, or when will the issue be resolved
- What the issue resolution is or clarifies the issue if a solution isn't known so both parties can ensure they are on the same page.