10 Tips For Better Customer Service
by Richard Galbreath, SPHR
rick@performtogrow.com
Customer service is the lifeblood of a company. It provides the foundation for a lasting relationship between customer and business. And this relationship doesn’t just add up to repeat business. Delivering exceptional service means customers will have brand loyalty and may even pay a premium for your product or service.
Achieving consistent service is harder then it sounds. It requires solid goals and strategies that motivate employees to deliver. Because word of mouth can be a companies best friend, or worst enemy. Here are
10 tips to building stronger customer service.
Call your customers by name. When you visit the local coffee shop and the barista knows your name and favorite drink, it makes you feel special. Customers are seeking a personal experience to earn their loyalty.
Send thank you notes. A sales person can provide exceptional service during the transaction, but is there anything they can do once the deal is closed? Absolutely. Following up with a quick thank you note or phone call can really strengthen a relationship. Plus, this strategy can boost revenue with repeat business and referrals.
Smile at your customers. Something as simple as smiling can go far with customers. Employees that smile at customers are perceived as more helpful and approachable.
Greet customers quickly. Have you ever walked into a store and noticed sales people talking to one another? This can kill a sale right off the bat. Greeting customers 30-40 seconds within entering the store makes the chances of purchase more likely. And the perception of service is also much higher.
Don’t try to win a disagreement with a customer. The customer is always right…or are they? The job of employees is to allow the customer to be right. Don’t try to prove a customer wrong because in the long run your business will suffer.
Try your hardest to say yes. Even though it may not yield immediate profits, going the extra mile with your customer will payoff in the long term. The customer may share the positive experience with friends and generate positive word of mouth.
Request feedback. Requesting customer feedback can assist your business in fixing problems they didn’t even know existed. Because for every complaint you get, be assured there are many more out there.
Answer your phone. Nothing kills a relationship faster then unreturned phone calls. It gives the impression the company is unresponsive and disorganized. Train all employees to answer phone calls promptly, even if they don’t have an answer to the customer’s question yet. Simply calling back to let the customer know they received their call and are still waiting for additional information will provide satisfaction.
Deal with complaints quickly. Complaining customers are already angry, but not dealing with their issues quickly can magnify the situation. Make it a priority to diffuse customer complaints quickly by providing speedy solutions.
Respond to emails promptly. If customers don’t receive acknowledgement that an email is received, the employee’s credibility is diminished. Try to respond to emails within 24 hours even if it’s just a simple acknowledgment.
Even though management may have a handle on the strategies to build exceptional customer service, the bridge between management and employees needs to be solidified. Because in the end, front line employees have the important role of executing the service strategies that will help your company grow.
Investing in professional training for employees can really payoff in the end. Performance Growth Partners Inc. offers customized training programs tailored to your unique needs. For more information, simply call (309) 664-7741.
Rick Galbreath, SPHR, is president and founder of Performance Growth Partners Inc., a full service organizational improvement firm specializing in HR audits, employee surveys, corporate outplacement services, customer service assessments, customer service training, supervisory training, employee handbooks, teambuilding programs and team training, on-call and project-based HR consulting services, employee retention programs, performance improvement programs, executive coaching, manufacturing process and operations improvement consulting, training and programs, strategic planning, employee retention program, performance improvement programs, interim executive placement, conference speaking, keynote addresses, business turnaround consulting and a wide range of other services. Contact Rick toll-free at (877) 739-4747 or e-mail him at rick@performtogrow.com.
© 2008 Performance Growth Partners Inc.
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