Customer service is everything these days. You can bet your bottom dollar that the leading companies in your business area put a huge emphasis on customer service, and there is no reason you shouldn’t either. It can really help pull people in and if they like the experience then they’ll likely come back to do business with you all over again. It doesn’t matter if your product is amazing, if people don’t like the service, then they’ll likely use a competitor next time around. The key is in getting your workforce to buy into the customer service mentality and indeed giving your business the best chance at giving the best service.
Use Excellent Phone Manner
If you put an emphasis on customer service this doesn’t just mean on a face to face basis. If you conduct business over the phone then you will need to provide excellent service over the phone. This doesn’t just mean when you’re handling sales, but when you’re dealing with general inquiries. If don’t think you can keep answering the phone and giving your all to your business then consider hiring a receptionist or indeed using a virtual receptionist, this way you can get peace of mind knowing your customers are getting great service that reflects well on your company.
Reward Good Service
To really drive the appreciation for giving good service you need to make sure your workforce are buying into it. Watch them deal with customers and point out where that have gone wrong. You need to be on it all the time, especially with those whose previous jobs did not deal with customer service. You should start rewarding the good service you see too. If you do this then your staff are more likely to practice it all the time. Enticing good service means your workforce have a real reason to practice it consistently. Give a monthly award for good service or just give it on the spot when you see it, whatever you do, make it clear what you’re doing and word will soon get out. You need to set the example too, make sure your dealings with customers are always with the highest level of customer service. If you don’t follow your own rules how can you expect your workforce to do it.
Feedback
They say feedback is a gift, and in the terms of customer service that is certainly is the case. Hand out feedback forms, or have a feedback section on your website. You can then act on all reasonable requests and issues. Doing this provides grade A customer service because they will see you’re acting upon their concerns. It will also make the shopping experience easier for more customers in the future and mitigate the chances of losing customers. You need to listen to all forms of feedback, especially if more than one person is mentioning the same thing. You can also try asking a wide range of customers to take part in a listening group. By doing this you can really drill down and find out exactly how you can improve.
Mia Guerra
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