1. The Top Ten Attributes of
Great Customer Service
Customer service is a hugely important part of every business, whether a local firm selling fresh
fruit or a multi-national corporation making gadgets. All firms should strive to offer excellent levels
of customer service at all times, and this ethos should run right through the company, from how it
is marketed to the way staff deal with complaints.
And whatever your business and whoever your customers there are always ways to improve the
service you provide.
Listen
Always listen to what your customers
have to say. That may come through a
complaint or enquiry or simply
through a customer comment and
feedback process. Without listening
you won’t be able to find out where
you are falling down and take steps to
improve things.
Be accountable
Whatever the situation, always show
that you recognise your company’s
weaknesses. Apologise as necessary
and do not shirk away from admitting
you are at fault if that is the case. This
demonstrates respect for the
customer, and in turn they will respect
you for being honest.
Make realistic promises
Do not promise things that you will be
unable to deliver. This is especially
important when dealing with
complaints. If you cannot find
something out or resolve a problem
straightaway, only promise that you
will do all you can to get things
sorted.
Right staff, regular training
Customer service should be bred into
all your employees, whether they are
in customer-facing roles or not.
Regular training sessions will ensure
they know how to deal with any
situation.
Communicate
Customer service is a two-way
process; you have to know what
customers expect in order to give it to
them. Open direct communication
channels using things such as social
media and comment and feedback
forms. Demonstrate that you listen
and they will be willing to help you
figure out where things are going
wrong.
Know who is boss
At the end of the day you would go
out of business if you had no
customers, so treat them with the
importance they deserve. Treat them
as individuals and ensure each one
feels appreciated.
Go above and beyond
That old chestnut about customers
telling 10 friends about bad service
but only one about good service? It’s
not quite the case these days.
Customers are more and more likely
to engage with the businesses they
deal with to say thank you, so
surpassing expectations can really pay
off.
Be available
Whatever communication channels you offer; a
customer services number, email, face-to-face or post,
make sure that messages are seen and responded to
accordingly. Set out your policy for answering queries on
your website so that customers know when to expect a
reply to their email. Take a leaf out of the Sky customer
services department book and have support available
online too.
Take action
Whatever a customer says
or asks for, demonstrate
that you are taking action
on it. If people say your
queues are too long;
introduce a better system
of getting more staff to the
tills quickly. If they say the
music in your store is too
loud; turn it down!
Smile
Body language can do a lot
to diffuse difficult
situations, so stay relaxed
and talk calmly. Always
smile and say hello to cus-
tomer, whether they are in
your store or calling on the
telephone. This initial
impression goes a long way.
Remember: Without customers you have no
business! Treat them well and they will be loyal
and help you gain new customers through
recommendations.
These tips brought to you
courtesy of
http://skyphonenumber.com.