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What is good customer service

Personally: on site, on the phone or via e-mail

As a customer, it is always a good feeling to be seen and noticed and not just treated like a number. This is even more important in service areas or businesses with personal customer contact and returning regular customers.

In today’s very fast-moving and quite technical times, where products are becoming more and more complicated and services need an explanation, we as a customer place much more value on good and personal advice. Direct interaction creates trust and lays the foundation for a long and successful relationship. This is exactly where many companies make a crucial mistake: thanks to technological progress, one might think that it is no longer necessary to be there personally for the customer. The machine takes over the work of the people, so the fallacy. Many companies today tend not to be there personally for the customer, but to let the machine do the work.

There are many examples of this. The telephone service: After a few ring tones, the calling customer should be able to speak to a human being. But what happens more and more often: you wait ten minutes in the queue, before you have to dial many different letters on your telephone keypad to tell the telephone machine which department you want to be connected to. Or even more extreme: the latest trend towards automatic telephone voices. So you push yourself through and end up with a machine that tells you to fill out form X and send it to the e-mail address Y – very good, personal customer service. There are even well-known companies today that no longer offer a telephone service at all – this can also annoy your customers.

Another example is “book services via app”: In the self-storage industry, this is referred to as a future trend, since this is supposed to save on personnel costs. The customer books his storage space online, preferably with an app, and handles everything with his cell phone. Of course, there is no on-site advice on which storage room would be the right one. If you book online, you have to take it willy-nilly. You never see a human being in the office or in the warehouse. The customer does not have the right advice, he may book the wrong room size and be disappointed afterwards. And if there are short-term problems, you want to book another storage room, or you want to rent an additional storage room for four days, or you have another special case, then the computer can no longer help – only a human can offer this flexibility.

What makes a good customer relationship visible? Small gestures, remarks and customer feedback make all the difference. As a seller, you should therefore make sure that you always pick up your customers, greet them in a friendly manner and listen to them carefully. As a customer, he will appreciate your accommodating and show his gratitude. If you, as a customer, are addressed personally by name, perhaps with a comment on the last conversation, then you will immediately feel comfortable. You know me, everyone would like to hear that. A machine will probably not be able to do that.

Good listeners have a clear advantage

Actually quite simple, isn’t it? As a customer, we don’t want to be talked about unnecessarily; we want to find a quick and uncomplicated solution to our problem, question or concern.

However, if your seat is on the other side of the counter, you can quickly get to the bottom of the customer and thus the core of the problem by asking specific questions and listening carefully. Nevertheless, during your consultation, make sure that you actively involve the customer in the conversation and do not send him or her home with a completely unsuitable solution.

Speak and explain the solution to the customer in your own words

The best thing you can do is talk shop among each other – many customers simply cannot understand the technical terms that are commonplace for you as a salesperson. It is of no use to you if you explain it to the customer in a technically correct manner, but he simply does not understand it because of his lack of specialist knowledge. The most important thing is that he understands what is going on. Sometimes it helps to convert technical terms into your own words and to convey them to the customer with examples. If it is tangible for them, they can comprehend it better and often understand it better. However, if during the course of the conversation you find that your customer has more knowledge than you first thought, you can adapt your level to his knowledge.

TIP: Try to explain it as you would explain it to your parents.

As a customer and as a seller, remain honest and solution-oriented

What actually happens if you, as an employee, don’t know what to do? If you cannot find the perfect solution for your customer right away, it is important to let them know and not to mislead them. Evasive and vague answers will not get you any further here either. Inform your customers that you are actively looking for a solution to their problem and that you will be happy to inform them after further clarification.

Paper doesn’t blush and gives you as a customer a certain security

Since hardly anyone has enough time these days, calling customer service is still the quickest and most personal method of solving concerns and problems. With all the digital contact options that exist today, customers still prefer the telephone in addition to personal contact. As a well-established company, you should by no means do without good telephone support.

So should you only handle customer service over the phone? No, in the case of contract adjustments, general changes as well as discounts and promotions, it is important to record new conditions in writing. This can be used to check and understand what has been negotiated at any time.

Good employees convey the image of the company to the outside world

“Wait, I have to ask my colleagues about that again.” – As a customer, you are already on hold and patiently listening to the beautiful background music. However, in order for your request to be processed quickly and efficiently, customer service employees must have a great deal of know-how, good decision-making freedom and sufficient empathy for customers.

Silence is silver, good customer feedback is gold

As an entrepreneur, you don’t know how your customers will like your service. To change this, you should actively ask for their opinion. Customer feedback helps to identify weaknesses on the one hand, and to highlight particular strengths of the customer service team on the other. In order to let other customers know about the positive feedback, you can also involve them in marketing and communication.

What makes Mein Lager Self Storage so customer-friendly?

Personally on site for you – During our warehouse opening times, we, the Meinlager AG team, are personally on site for you from Monday to Friday from 1:00 p.m. to 6:00 p.m. and Saturday from 9:00 a.m. to 3:00 p.m. Just stop by our office with your questions.

You can reach us by phone and in writing via e-mail – if it is not convenient for you to come to see us in person, we can always be reached by phone and in writing via e-mail outside of our office opening hours. Write or explain your request to us in an email or personally on the phone. We will definitely find a solution with you.

Empathy for difficult situations – Surely each of us has found ourselves in a difficult and almost hopeless situation at one time or another. Acting with empathy and a solution-oriented approach, we have already found a solution for every problem that arises.

Everything from a single source and one contact person – moving is already stressful enough. We offer you an all-in-one solution so that you don’t have to rent a van somewhere or split your furniture among several locations due to lack of space. You can not only store your furniture with us, but also rent a van and move easily and conveniently with the help of our moving partner. Whether you want to get to work yourself or have it moved uncomplicatedly and without stress, simply contact us for a stress-free move.

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