Customer service is a hot topic right now and can make or break your business. Customers have little patience for poor customer service and get tired of waiting in long lines, trying to speak with a a real person, going through an interrogation to return something or trying to communicate through a language barrier. When did it become acceptable to be keep waiting on the phone for very long periods because (our custom is important)
If you provide your customers with a simple, efficient, pleasant experience they will remain loyal to your business over and over again. More importantly, they will tell everyone they know!
There are three secrets to good customer service, the first one we’re going to conquer is knowing exactly what YOU want.
You are the captain of the ship and the visionary for the future of your business, so you need to have a clearly defined plan for your business and that includes customer service.
There are three main goals you need to consider:
- It needs to be easy for your customers to do business with you. You can do this with advertised discounts, Social media, your website and other technology-based programs to help them shop.
- Doing business with you needs to be a warm and pleasant experience. Your staff must be knowledgeable, approachable, warm and patient. Your customers need to feel like they are getting a good value for their time and money. Perceived value goes beyond the price of the products and extends to their shopping experience.
- Change your minds set and ask yourself “What’s the true cost of not doing these things?” This shouldn’t be a question of expenses, but a question of investment in your team and business.
With these thoughts in mind you also need to take a few other things into consideration when deciding on the actual programs and standards you’ll put into place.
- Share your customer service vision with the rest of your staff.
- Connect your incentive programs and bonuses directly to customer service.
- Monitor the level of customer service your staff is putting out.
- Know when you can ignore what your customers want.
- Continuously focus on your goals.
Now, that you know what you want you can start to thinking about how to meet those wants and create a positive customer service experience.
Over to you.