When it comes to business, one of the things that let a company down is the way their customer service staff gives customer service. One of the things I have noticed with many businesses is that they employ younger people but give them very little training in customer service. You may be wondering, why is customer service so important?
When you have customer service staff out the front of your shop, looking after the tending of cash and deliverance of service, they are representing your business with every interaction. Whether they are taking money, putting food on a plate, or dealing with a customer complaint, they are representing the face of your company. If you have people who are delivering terrible service, you can be assured that you will lose customers.
My partner and I do not go to some businesses because of the way they deliver customer service. And you have to think, if my partner and I don't go back, how many other people wont? The thing about business is that you are in business to service your customer. People who do wrong by their customers and allow their customer service staff to deliver poor customer service, end up losing a great deal of business. And the worst thing is that the people that leave will never tell you why.
When it comes to customer service the following things apply:
1. Know what your customer wants and needs and learn how to give it to them.
2. Ensure you deliver prompt, professional and courteous service.
3. Listen to what your customer is saying and respond in accordance.
4. If they have a complaint, offer to make it up to them in some way.
5. Deliver service with a smile and be inviting.
The most important thing to know about service is THAT YOU SHOULD HIRE PEOPLE THAT ARE PEOPLE PEOPLE! People who relate well with others, have great customer service. It is people who have bad people skills, that end up defacing a company through their inability to understand how to relate to people, both good and bad! So if you want to deliver good service, protect the name of your business and promote sales - make sure you have people people working your counter or phones, and make sure that the customer service is professional and warm in every way.
