When you run a business, you start to realize the importance of customer service. No matter how great your product might be, people aren’t going to buy it and use it unless you give them good customer service too.
People want to be dealt with as human beings. They want their needs and wants to be recognized. They want someone to reassure them. And you can do this with good customer service.
The Customer’s Point of View
Someone who is overweight might think about joining the gym. But they might have a lot of anxiety about whether this is actually going to help them or not. Will they lose weight? How long will it take? Are there other people who are overweight at this gym? Will the trainer drive them too hard? What if they have an illness or injury that requires special attention?
Reassuring the Customer
At this point, it’s up to the gym owner, salesperson or receptionist to say, “Don’t worry. All your needs will be taken into consideration. We have a lot of experience working with people who have the same problem. No one’s going to push you beyond your limits. You can go at your own pace.” Or even if they don’t say something exactly like this, they ought to say something of the sort.
Using the Right Tone of Voice
You need to make sure that you use a reassuring tone. You have to sound welcoming and inviting. You have to sound like you’ll be happy to have the person there and to give them the product or service they require.
Communication Skills: Natural and Trained
In order to do this, you have to be trained. A lot of salespeople become successful in their professions because they know how to do this naturally. But there are also courses and workshops that can help people to develop communication skills.
Listening to the Customer
Listening is an important component of communication. You have to be able to listen carefully to a person’s concerns and then address them to the best of your ability. Even if you don’t know all the answers, you have to display a willingness to find out more and convey it to the customer.
Following Up On Queries
In the meantime, give them the answers that you can, in a reassuring way. And if you don’t have any answers, at least reassure them that you’ll find out what you can and get back to them. And then follow up on that promise. A genuine willingness to help is what forms the core of good customer service.
