Keys to Achieving Excellence in Customer Service

May 16, 2018 by  

Customer satisfaction is essential to the building of a successful, growing, and long-lasting business, so what can you do to ensure that your company is providing good customer service?

Here are 4 elements to consider when establishing or improving the customer service within your business:
1) the Customer Desires & Needs
Everyone makes daily purchasing decisions, therefore, everyone is actually a potential customer. Understanding the desires, concerns, and needs of your customers prepares your customer service representatives with the necessary information to assist in the most effective manner. In fact, this knowledge gives them the ability to provide whatever your customer needs to be a happy, contented and then a returning customer.  In order to learn those important issues you mush train your employees to practice Active Listening.

2) Your Service Culture
Customer service is an important aspect of every employee’s job. Each and every customer service contact has the potential to gain repeat business or drive it away. Therefore, selecting the best people to deal with your customers is extremely important. Every organization wants to avoid negative publicity, especially today with social media able to make issues go viral in a matter of minutes! If that happens, it can easily and quickly damage your business reputation. Being cognizant of this issue can help you to avoid this issue as it can be difficult to recover from that sort of attack.

3) Trust & Loyalty
Your biggest source of business is repeat customers and it costs much more to acquire a new one. So, it is essential to institute practices that help to maintain your existing ones. Customers like to feel special and can be easily lost if they sense that you don’t care much about them. A single negative experience can cost you a customer. In both good times and bad, the long-term value of a customer is much greater than a series of single transactions from one-time customers. Here is one other important thing to remember…..if something does go wrong, that is when you have to do something outstanding to fix it so that the customer will be more likely to remember how you fixed the problem rather than the problem itself. In addition, if what happened was something that you were not aware of, such as a failure of a product, you should also thank the customer for bringing this issue to your attention.

4) Customer Service Employees
Frontline employees are the ones who portray the image of your company in the eyes of the consumer. Not all employees necessarily value the importance of excellent and consistent customer service. Therefore, it is extremely important to evaluate the behaviors, attitudes, and skills of the individuals who work for you to determine who is the most capable of holding a customer-facing position and then invest in appropriate training for those people. A single customer poor encounter with an employee can make or break a sale. In addition, if your culture is one that appreciates, supports and encourages your employees, they will be more likely to treat your customers with the same respect and courtesy.

In the end, meeting your customers’ expectations can lead to customer satisfaction; however, in today’s competitive marketplace going above and beyond expectations will ensure customer satisfaction. Companies with poor customer service risk losing current and potential customers. However, acknowledging and focusing on the key elements described above will enable your business to develop a good plan that will provide your business with excellent, consistent, and memorable customer service.

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