How to Deliver Top Notch Customer Service
Successful people and
successful businesses find ways to meaningfully differentiate themselves from
the competition. One of the best ways to
differentiate yourself is through the perception of exceptional service. Great service attracts customers. It translates into repeat business and
customer referrals. Astute business
people recognize that selling customer service is an opportunity to move ahead
of the competition.
How do customers decide where
to eat, where to shop, or where to go to exercise? Are they more likely to
listen to what a company advertises about its customer service or what their
friends have to say? More often than
not, they listen to their friends. Savvy customers shop for service as much as
price and spread the word when they get good service. A happy customer may compliment those who
provide good service but is also entitled to express displeasure when
appropriate.
Make A Great
Impression. Customers and clients appreciate genuine care and
concern. Seeing salespeople or
administrative staff hustle to help or immediately look for answers to pressing
concerns makes a strong statement to a customer. Recognizing that an employee is empowered to
deal with a problem speaks volumes about the company and its progressive
policies.
Establish
Customer/Client-Friendly Strategies. Make it easy for people to do business with you by
being welcoming and attentive, always.
Here are some tips that will serve you well:
•
Have friendly
receptionists or greeters on the front line.
•
Avoid
computerized voice run around on phone.
•
Be well-staffed.
• Train personnel.
•
Empower
salespeople to think and act creatively.
•
Provide fast
response.
•
No high
pressure.
• Don’t nickel and dime customers.
•
Offer what
customers need.
•
Ensure
availability of advertised specials.
•
Deliver on
promises.
•
Meet deadlines.
•
Ensure polite
& sensitive collection practices.
•
Have measurable
service standards.
Actively Respond to
Problems. When issues arise, someone
needs to be on the front line to listen attentively and deal with the
problem. Don’t make excuses. Apologize and act quickly. Go the extra mile to offset negative feeling.
Make sure a resolution is reached that satisfies the customer or client. How a problem is dealt with not only goes a
long way to retaining a customer, it can actually strengthen their relationship
with the business. Great word of mouth will, no doubt, bring in
more business when that person tells friends and associates about your
company’s outstanding service.
Improve Service Constantly. A
company with outstanding service develops policies that meet customer needs first. Its commitment to unrivaled service
strategies and quality customer service place it head and shoulders above the
competition. You can develop stellar customer service by finding out what your
customers want and giving it to them. Be
proactive. Stay in touch with them. And if they call you, be sure to return their
calls promptly.
Customers need to know how
salespeople can help them and appreciate working with those who are empowered
to deliver customer satisfaction.
Delivering top notch customer satisfaction is more than a manual with
policies and procedures. It is more than
a good attitude and a desire to help -- although that does go a long way. It is having a dynamic system in place for
constantly reevaluating and implementing positive change.
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