Great Customer Service…. Do You Really Deliver It?
In so many of my conversations with business people, they are quick to agree that customer service is more important now than ever before. The customer service that your company delivers can give you a huge advantage over your competitors.
One thing that I have noticed lately is that many people know when they receive good customer service, but they are not exactly sure if they themselves are delivering it.
One way to determine this is to ask for feedback from your customers. Directly asking them will offer candid responses that may be the most genuine. There are also comment cards and other methods that when properly used can offer helpful information as well.
Another way to quickly start the process of looking at your customer service abilities is by taking an objective look at your processes in your organization. Look at things through your customer’s perspective and determine if you are making things as easy and efficient as possible for them. Does your phone system work for or against your customers? Can you streamline any processes and cut delivery times? Do you have an area in which you can have confidential conversations when necessary with customers? Are your team members ingrained with the mindset of satisfying your customers at all costs? In your business, how would you define the absolute best scenario for an interaction? Once you have done that, motivate all team members to strive for that.
Look at your minimum standard expectations that you have for your services currently and better them wherever possible. It may be something along the lines of “Delivery is promised in five days.” Is there any possibility of changing that goal to four days? “All calls will be returned by the end of the business day.” What about striving to return all calls within three hours? Little things like these can send large messages of service to your customers.
It really only takes you looking at a situation and deciding how you would like to be treated as the customer. Make the small changes immediately and the larger ones can always be a work in progress. As long as you are looking to impress your customers, increase their satisfaction, you will win not only their business, but their loyalty as well.
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