Before we proceed any further, let us first understand what customer service is all about. Customer service is an experience that the customer endures. Endure? Yes, because if the experience is unpleasant - that is exactly how the customer is forced to accept it and with disastrous results. The purpose of customer service is to avoid customer complaints. Its objective is to achieve customer satisfaction. When a customer complains, the least he/she may do is to stop giving you business - the worst is that he/she start telling others about the poor experience and not only do you lose this customer but any possibility of business from others.
Make sure that your customer service initiatives are consistent. Enhance their effectiveness through the following 3 methods:
1. Setting it as a way of life in your business
Start by being wholly committed to making customer service a way of life in your business. Establish it into your organization's culture where everyone and I do mean everyone, in your organization understands and implements it correctly. Understand that it is not something as simple as coming out with a customer service charter or a circular on its direction and processes - it involves a lot of time, education through trainings & briefings, massive communication, and commitment from the people involved to see it through and continue. The keyword is collaboration. To succeed in blending it into your organization's culture, you have to involve everyone and seek their commitment to work as a unified team to adopt and implement it accordingly.
2. Top down approach
It is important enough to become part of your organization's business culture, the approach to implement it and keep it well alive has to be a top down approach from the very pinnacle of management to the employee that communicates with the customer. People in your organization will also tend to follow once they see the level of support and quantum of instruction coming from the top brass. When the whole organization moves and functions as one, the quality of your customer service improves and a higher possibility of it continuing to improve becomes reality.
3. Wherever and whenever
At every opportunity when the people in your organization comes into contact with a customer, that is the very occasion where customer service takes place. Make sure that these people are aware of this and that they remain committed to ensuring that the highest level of customer service is provided.
It is a way of life. It has to be set at the highest standard and remain consistently available to customers. Try this and see if it helps. I'm sure it does.
