Establishing customer service guidelines is nice, but you need to put those principles into action with everything you do and say. There are certain “magic words” that customers want to hear from you and your staff. Make sure all your employees understand the importance of these key words:
“How can I help?” Customers want the opportunity to explain in detail what they want and need. Too often, business owners feel the desire or the obligation to guess what customers need rather than carefully listening first. By asking how you can help, you begin the dialogue on a positive note. And by using an open-ended question, you invite discussion.
“I can solve that problem.” Most customers, especially B2B customers, are looking to buy solutions. They appreciate direct answers in a language they can understand.
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