Customer service is the most critical area to any business. In a materialistic world where you can get the same product or service that does the same thing from a number of different businesses, the factors that set these businesses apart is their customer service policies. If you're dealing with the public you must provide exceptional customer service or your potential customer will find another company that will deliver. Customer service just takes setting up some initial systems within your business. Although it sounds as if it is extra work, it is not all that difficult to deliver outstanding customer service.
Staff training is the first place to start implementing a customer service program. Ensure that the employees that come in contact with customers have exceptional people skills. These staff members need to remain calm, friendly, and appear helpful at all times. Empower staff with the authority to make certain one-off decisions within a set framework. Devise practice sessions where their skills are put to the test, so that when a difficult customer arrives at their desk, they have the experience to back up their skills and can deal with any issue without losing the client. Once you do these essential things, the customer feels appreciated and paid attention to, and frequently the perceived problem is not a problem anymore.
Ensure that you are offering your customers at least the same services as your competition in regards customer service bonuses. Are you able to find the status of any order instantaneously? Does your system allow you to add information such as preferences or a birthday? Do you send out an acknowledgement thank you card for a large order? Do you follow up your larger orders with a courtesy call to ensure the customer was satisfied? The answers to these questions should be yes. You need to rethink how you are setting up your business potentially for failure if they are not answered with a yes.
To deliver exceptional customer service, you have to make the customer feel that they could not possibly have had a better service anywhere else. Customer service is not just about being able to help out if something goes wrong with a customer's order. It is all about developing a rapport with them to make them be ok with doing business with you. For instance, I send out unexpected presents to my clients of books, audio CD's, photos, and more.
Small tokens of appreciation like thank you cards, personal notes, and a phone call often will please many customers. Gifts are not always necessary. At least, not expensive gifts are not required. If gift giving, of course you need to do this as economically as possible. Determining whether or not a gift is necessary depends on you and your finances. The easiest method to bring down any costs is to apply automated systems. Do this instruction, before there's a problem or issue or to prevent a problem or issue.
Staff training is the first place to start implementing a customer service program. Ensure that the employees that come in contact with customers have exceptional people skills. These staff members need to remain calm, friendly, and appear helpful at all times. Empower staff with the authority to make certain one-off decisions within a set framework. Devise practice sessions where their skills are put to the test, so that when a difficult customer arrives at their desk, they have the experience to back up their skills and can deal with any issue without losing the client. Once you do these essential things, the customer feels appreciated and paid attention to, and frequently the perceived problem is not a problem anymore.
Ensure that you are offering your customers at least the same services as your competition in regards customer service bonuses. Are you able to find the status of any order instantaneously? Does your system allow you to add information such as preferences or a birthday? Do you send out an acknowledgement thank you card for a large order? Do you follow up your larger orders with a courtesy call to ensure the customer was satisfied? The answers to these questions should be yes. You need to rethink how you are setting up your business potentially for failure if they are not answered with a yes.
To deliver exceptional customer service, you have to make the customer feel that they could not possibly have had a better service anywhere else. Customer service is not just about being able to help out if something goes wrong with a customer's order. It is all about developing a rapport with them to make them be ok with doing business with you. For instance, I send out unexpected presents to my clients of books, audio CD's, photos, and more.
Small tokens of appreciation like thank you cards, personal notes, and a phone call often will please many customers. Gifts are not always necessary. At least, not expensive gifts are not required. If gift giving, of course you need to do this as economically as possible. Determining whether or not a gift is necessary depends on you and your finances. The easiest method to bring down any costs is to apply automated systems. Do this instruction, before there's a problem or issue or to prevent a problem or issue.
About the Author:
James Malinchak, Featured on ABC's Hit Television Show Secret Millionaire, is recognized as by many people specialists as the World's #1 Big Money Speaker Coach and Trainer. For Absolutely free Video Trainings on how to receive money to speak and the ways to be a presentation skills training, try link and learn more.
No comments:
Post a Comment