Customer Service Basics


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CRM software is just the tip of the proverbial iceberg that is customer relationship management. The basics of CRM do not change. The human angle to it is all important and it is these good old-fashioned virtues that decide the success of your CRM initiative.

Whether you run a mom-and-pop store or a multinational there are some facts that are common to all forms of business. Remember to treat your customer as you would want to be treated if you were a customer. A smile to welcome a customer is the best way to make him feel relaxed; it gets him to open up. A happy shopping experience with smooth transactions invariably leads to repeat business. Friendly conduct and attentive customer service can make a customer’s day.

As a business owner, it is imperative that you practice the customer care mantras that you preach to your staff. Customer concerns should be addressed immediately with minimum discomfort to the customer, ideally you should absorb the transaction costs of returns and refunds so apportion for these in your budget. Offer incentives that encourage prospects to convert into customers. Remember, there is more to selling than selling at a low-cost. In a competitive market, your service is the only true differentiator.


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