Very important for customer service.
As consumers, we come to expect good customer service and when we can't walk straight to the road to the next business or even more easily jump online to find companies that don't just want a business But willing to get it.
Now, this does not mean that the customer should walk all over you, but it means that you need to make sure you have done everything you can to encourage them to do business with you. Sometimes we need to re-evaluate our policies and identify their goals and whether they are needed and if there is a way we can make it easier for consumers to do business with us. Take a few moments and just consider your own business. Are there any obstacles you put in the way consumers have a good experience with you?
Maybe a few things to consider:
- Do you have an outdated return policy?
- Do you make it hard for customers to talk to you?
- Is there a process in your business that is difficult for them to understand?
- Does your watch serve your customers, or do they serve you?
As you think of these things, open-minded to evaluate if you really are a business centered around customer service. Let's simplify, when a nine-year-old girl was asked what customer service means, she gave the simplest definition, but the answer is that reminder that when we grow older we forget what the customer service means.
This is when we "serve our customers. " When was the last time you actually served your customers? Here are the best practices that any business can use and they will help you in not only creating a customer driven atmosphere but also excelling in customer service.
- Outsourced CFOs Leverage Online Bookkeeping Services
- Strategy accounting
- Learn About Email marketing
- Learn About Successfully Plan Your Marketing Campaign
Set the customer's Expectations
We know that no one impresses customers more than when someone goes above and beyond the "Call of Duty" but do you set expectations for the customer? Let customers know what you are willing to do for them, what services you will provide to them. If you set expectations and then exceed those expectations, you will have customers to live. A favorite saying is "under promise and over-deliver." If you can follow that philosophy, you will never go wrong.
Draft Standard Customer Service
Determine your standard of service, make sure each employee is aware of that standard. Having a clear document explaining the acceptable standards will help in setting up customer expectations and they will help in measuring your employees and creating training programs to help them to excel. Create your customer service standards to be specific, concise, scalable, based on your customer requirements, written in your job description, and used in performance reviews. You can not measure or impose what your employees do not understand.
Hear first new talk
Customers want to be heard. They want to know you listened. They want to know that you have an interest in what they say. If they are shopping they may ask for information or advice, use that time to direct them to the right product or service. If they are angry, use listen to let them know that you hear them and work to find the root of the problem. Ask questions, get to the bottom of it, and provide resolutions.
Treat your employees as your first customer
Happy employees mean happy customers. Your employees ' attitudes and behaviors will determine customer service and satisfaction. Employees should be more concerned with customers. It may contradict your current beliefs but think about it. An example of a company that has shown this well is Southwest Airlines. They have built a culture by instilling entrepreneurship in their employees. When your employees are happy they will hope to work because they are valued and appreciated.
If we first treat employees as our customers win employees, win customers, and business wins.
Create breakpoints and follow up after sales
Making a touchpoint out of the sale shows your customers that you care. Follow up with them, thanking them for their business. There are so many businesses that forget this step that if you remember, you will stand out from the crowd. Outreach will show that you care about their satisfaction and encourage them to not only tell others about your business but also inspire them to buy from you. Research shows that follow-up is the best way to create customer loyalty. Use follow-up to thank them for their business, share with them your service menu, and encourage additional purchases, or UPS.