The number one rule to remember in running a successful business is to develop a culture of providing exceptional customer service or you will over time struggle in a competitive market. The best process to find out how service is to learn can be provided is to learn from both your own experiences and other peoples examples.
Earning a reputation for excellence
To help your business obtain a reputation for providing excellent customer service there are a number of essential trade secrets that need to be followed. One scheme many businesses use these days is to arrange brain storming sessions during staff meetings and training programmes to discuss the type of service delivered by other successful companies. By discussing examples with staff it helps your own organization to deliver quality superior customer service. Also by recognizing the positive contribution staff make for the business morale and team spirit is boosted. This can be done through bonus or incentive payment schemes or introducing for example a 'salesman of the month' award.
The following are some questions that may identify whether your business is providing just basic or excellent examples of good customer service.
Background knowledge. Is the employee trained to know the core business and can effectively supply the customer's with what they require?
Image. Is the employee friendly and project a good image and manner to the customer?
Difficult customers. Does the employee deal with difficult customers with courtesy and respect?
Helpfulness. Is the employee helpful and ensures customer requirements are met?
Going the extra mile. Does the employee regularly exceed standards by going the extra mile to provide outstanding customer service?
8 Examples of Good Customer Service
Friendly staff
Ensure employees who are hired to deal with customers on a daily basis especially at first point-of-contact or in reception areas have a friendly, positive and helpful personality. Employees should have a good knowledge of the business. Engaging employees who already have customer service credentials is an advantage as it indicates they already have the skills and a commitment to customer service.
Appreciating employees
A happy employee will feel valued and provide customers with good service. A salary that offers staff discounts and other incentives will appeal to employees and indicates the company cares about them. Providing opportunities for staff development through training programmes encourages and motivates staff.
Modern technology
Customers can become annoyed and frustrated when put on hold and left waiting by automated phone systems. The overuse of this type of technology can sometimes be counterproductive and cause losses to the business bottom line.
Customer issues
Complaints need to be dealt with swiftly. By delaying dealing with customer issues can lead to your business losing a valued customer. By sorting problems out can unlock the door to sales and help your business gain an edge over the competition...
Improving service
Always treat your customers with respect and courtesy. When dealing with issues find out as much as you can about the problem as it could help you to refine and improve existing services.
Thanking the customer
Always thank your customers for dealing with your business. Most customers' appreciate being valued and will remember the helpful service your business provided that will result in customer loyalty and repeat business.
Going the extra mile
Some customers may be in a hurry so ensure they are dealt with promptly as it could be the difference between selling and not selling a product. Consumers appreciate businesses going the extra mile by taking care of their needs and can result in repeat business.
Customer feedback
Look at canvassing your customer's through online satisfaction surveys to determine whether your existing services are working. By asking customer's for feedback about your business you will be able to measure and improve your internal systems and services.
