Why is CUSTOMER SERVICE important?
• It Keeps The Customers Happy
• It Determines How You Do Against The Competition
• It Says A Lot About How Long Your Business Will Survive
• Helps Public Image
Most businesses aim to give their customers good customer service but focussing on increasing those efforts can result in even better results such as ongoing client and customer retention. So how do you go from good customer service to delivering EXCELLENT customer service?
1. Never Say No
If a customer asks something out of the norm, do your level best to achieve that. If you can’t meet their requirements for whatever reason, at least you will be able to demonstrate to them that you have tried.
2. Go The Distance
If a customer can’t physically come to your location and needs to and is accessible for you, go to them!
3. Use Social Media
Keep an eye on your social media mentions and notifications to cover off any customer service issues. Some people use social media as the first place to criticize/praise service.
4. Get all of your staff engaged
Include staff in certain decisions and this way they will be ‘involved’ in the company and feel proud to represent and therefore will deliver better customer service.
5. Get Feedback
Actively solicit feedback and make it easy for your customers to provide opinion. Learn from these inputs and make changes where necessary in order to improve the service.
6. Learn From Mistakes
Pay special attention when errors are made. Everyone makes mistakes but it is those who learn from them that will ultimately survive. There is no excuse for making the same error twice. Amend policies where they are deemed to be lacking.
7. Great Customer Service Is Every Day
Thank your customers often, be a problem solver as much as possible, get creative, and work to go above and beyond for the business. All employees should have the same ethos, so this needs to run from the top level management down.
8. Understand the Busier Times
By installing sophisticated but cost effective people traffic counter solutions, you can understand when your customers need assistance the most and therefore ensure that sufficient staff are working to provide top customer service.