Importance of Customer Service

Written By Kris Berger, QA
Development Lead at Rockton Software

Rockton Software http://www.rocktonsoftware.com prides itself on genuinely caring about our customers
and how our products help meet their business needs and goals.  With that in mind, we, at Rockton Software, work hard to provide excellent customer service for all of our existing and potential customers.  It is our goal that with each interaction, customers walk away with a positive feeling about our products and the people working for Rockton Software.  The following are some of the things we strive to do to provide excellent customer service:

Listen. One of the best experiences customers can have is to know they are cared about and understood. Listen to your customers. Let them know you have heard them by rephrasing and communicating what they have told you. This makes sure you and the customers are on the same page and that the customer has been heard.

Empower your team. Trust that employees have the knowledge and empower them to make decisions when working with customers.  I will always remember what Mark Rockwell, President of Rockton Software, told me on my first day.  He said, “We trust and empower our employees to do the right thing for a customer without having to always come to management for approval.”

Pick up the phone. Pick up the phone and call your customer proactively. They need to hear your voice. Email is necessary. Email is good. But, don’t hide in your inbox.

Make your customer feel important. It is important that customers feel confident in your ability to understand and meet their needs.  In doing so, let them know that you have their best interest in mind. Be present, communicate often, and always follow through.

Be the answer. Position yourself as a one-stop shop even if you’re not. You would prefer they come to you first with the expectation that you can either get the job done or tell them how to get it done than to place limitations on your capacity.

Please and thank you. Good manners will take you far in small business. Thank them for calling and choosing your company to work with. Be grateful for the opportunity to interact with your customers.

Remember names. All people want to feel like they matter. The quickest route to making someone feel valued is to remember their name.

Get feedback often. Customer feedback is invaluable. Whenever you talk to your customer, be sure to ask them what you can do to make their experience more enjoyable. Customer feedback has been known to change the way companies do business.

Be a Real Person/Humble yourself. Yes you may be the guru in your field, but humans are not all-knowing. We just aren't and it’s not expected. When you don’t know something, admit it.  Then, go to work finding out the answer.  If you end up making a mistake, fix it. Handling these situations openly and honestly will make your customers appreciative and willing to work with you in the future.

Here are just a few tips on having great customer service, which is something we strive to achieve! Learn more about Rockton Software by clicking here!