Well, we have come to the final lesson in the Customer Service ‘Quicky’
course. I sure hope you have enjoyed your lessons and learned a lot
about the importance of providing good customer service for your
business.
Today we are going to go over some great tips for achieving superb
customer service ratings.
Over the last few lessons we have talked a lot about customer loyalty.
One of the most important factors in attaining and keeping customer
loyalty is to respect the people aspect of your business. Treating
customers as individuals and not just as a representation of financial
profits can give you a big competitive edge.
As we have learned during this series good customer service is a vital
part of any business. When it comes to achieving great customer
service ratings it is important to keep these simple tips in mind:
– Happy employee’s make happy customers.
Keep in mind that there is no way to provide quality of customer service
without the qualified people providing it. Having contented employees
is a great way to ensure good customer service. Pay your employees
fair wages; give them good benefits and train them well. This will allow
them to exude confidence when dealing with customers and will
naturally lead to better customer service.
– Be a good role model.
Always remember that the way you treat your employees will be
reflective of how they treat your customers. You are their role model so
always be the epitome of a good server. Greet your employees
enthusiastically every day and listen when they speak. Rude customer
service is not merely a reflection of the employees’ attitudes but more
of their employer.
– Know your customers.
And let them get to know you. Recognizing your customers and calling
them by their names are indications that you really know them. They
will feel important by this simple gesture. On the other hand, by letting
them know who you are, they can also feel comfortable that they can
reach you easily when problems arise.
– Be pleasant
Give pleasant greetings when your customers walk in the door or
contact you. Greetings are important part of customer service and will
let the customers know that they are respected, valued and
appreciated.
– Provide proper training.
As we discussed in lesson three, give your employees proper training
on how to handle customer complaints. Guidelines must be set on what
to do and say in each conceivable case. Front liners play the most
important role in the customer’s experience. Be sure that your
staff know what to say and do to create a more positive and pleasant
customer experience.
– Don’t forget to survey.
Devise a “What do you think of our business” survey. Create a short
and simple questionnaire with questions like we discussed in your last
lesson. For example; find out what your customers don’t like, what
should be changed and what should be done to provide better service.
The answers to these questions will be very useful in creating your
customer service plan, since your customers will be the ones making
the suggestions. Make sure you take note of all of the important points
and act on them.
The questionnaire can help you anticipate and identify customer needs.
This may sound odd, but customers don’t usually buy products and
services. They buy good feelings and solutions to their problems. Most
customers are emotional rather than logical. It is important to anticipate
their needs by talking to them regularly. This way, you can be aware of
their problems and you can take care of their upcoming needs.
Customer service is an important part of any business and it should be
viewed as an natural extension of the business. Always remember that
the customer is the most essential asset of your business and without
them, your business will not exist. Keep them happy and satisfied by
providing superb customer service and you will reap the rewards.
As we close this final lesson I would like to thank you again for joining
me for this short course and I sincerely hope that you have learned a lot
about how to provide good customer service for your business!
Please feel free to contact me if you have any questions about how to
effectively achieve the results you are hoping for from your customer
service plan.
Until then,
Rome
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