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5 Tips for Great Customer Service

Thankfully in my time as Client Services Manager at Intergage I have encountered very few problems or complaints from our customers.  At Intergage we have great client retention rates and much of our new business is generated through referrals from existing customers.

As an illustration of how satisfied our customers are, when asked in a recent survey “On a scale of 1 to 10 how likely are you to recommend Intergage to others?” 90% of our clients gave us a score of 7 or higher.

SC - Scores 14th

However, in any business mistakes and misunderstandings are going to occur. The important thing is how you deal with these situations. I have always believed that you never really find out how good a company is until there is an issue which needs to be resolved.

Below are 5 things that I always try to remember when dealing with our customers:

  • help 14thSpeed – Customers expect a prompt response, the faster you respond to your customers the easier it becomes to close a sale or solve a problem. Failure to return a call or email is inexcusable, if you don’t have an immediate answer, quickly inform the customer that you are working on it and that you will get back to them soon.
  • Reassurance – When responding to a customer complaint always assure the customer that you will fix their problem. This immediately removes any conflict and makes resolution much easier.
  • Give the customer options – This is particularly important in problem solving.  If you offer your customer several possible solutions they will feel included in the resolution.
  • Amaze – Mistakes and problems happen while not desirable handled correctly are great opportunities to create long-term loyal customers by going the extra mile and exceeding the customer’s expectations.
  • Keep your promises – If you say you are going to do something, DO IT! If you have promised to call a customer back make sure you do it. Nothing ruins the customers trust in your business like a broken promise.

Hopefully like me you will find that through proactive account management and regular communication with your clients you won’t need to use these tips but when mistakes or misunderstandings do occur make sure you react in the correct way and use them to demonstrate great customer service.

Need further advice on how to achieve client satisfaction? Be sure to contact Intergage by calling 01202 684 009 or contacting us online.

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