The most important tools of the company are customers
because there is no company without customers. "
– Erwin Frand
In our most recent weakening economy, many businesses fell revenue and declining budgets.
When price wars do not generate revenue, businesses often have a competitive advantage. Many major business marketers have a lot of business opportunities, it returns to the "service sells" mentality, but many sell the great customer service and deliver few. The problem is that some marketers actually served the customer.
During the business years I had the opportunity to get a customer service f It is essential that as a service-based business there are times when the customer is obliged to give you feedback. That's what you do with the feedback that shape the future and the impressions of your business.
In my reflection, most of my interactions with the most common consumers were not the result of a poor product, but rather a disappointing customer experience. Why is that? Because the product is not personal, customer service. In short, I would like to share with you eight critical steps to build a customer service culture
1. Clients are the reasons for the job, not the interruption of work
This seems very obvious, is not it? How many times did you go to a business, just wait for someone to be on the phone or busy with a "non-service" job? Employees often lose the importance of the customer and get fewer daily tasks. Of course, there are tasks that need to be implemented, but you can not afford to sacrifice the service to do them. Good customer service should give priority to you and your team. You do not have a business without your clients
2. Train, train and further education.
o Transfer the entire staff to assist clients regardless of their class. When a customer gets nervous, they want to solve their problem not to mix between employees who are not empowered or assisted.
o Provide ongoing customer service training to the staff and, if they provide good service,.
o Using roulette games to help staff recognize and experience light and heavy service opportunities. If the worker is in a more comfortable and difficult position, they will be able to handle it better.
3rd Raise your staff to serve
o Create a resource system for your employees to serve the customer. Allow the margin to take the necessary measures to provide exceptional service and resolve any problems if the customer is dissatisfied. Create a structured system that allows your employees to serve customers.
o Create a discretionary budget that a worker can reclaim before losing a customer. I recently learned that a large hotel chain has available funds available annually and by an employee, enabling them to go beyond and beyond to provide exceptional services. This empowers the employee to make a mistake or create a "memorable" user experience. I do not support large amounts of money, but a small gesture for customer service goes a long way.
o Ask your staff what tools they can provide for better services. No fire extinguisher was sent to a burning building without proper equipment. If you do not provide the staff with the tools you need and allow you to serve your customers, they have little potential outside of the bad service
. Service Personnel
o Welcome the repetitive clients by name, if possible.
o Give handshake and introduce ourselves. Creating a personal service serves not only customer custody, but also facilitates the spread of difficult situations when they arise.
o We thank our clients for the patronage. It really makes a difference.
5th It is good to say "Yes", even if you have to say "No"
o Support the staff when making customer service decisions. In my profession, my policy is that a worker may be worried about aftermaths as long as they meet the customer's needs. I've found that it is more willing to serve the customer.
o We can often say "no" to customers, but "no" can have a huge impact on your business. Ask yourself, "Am I willing to lose 10 customers as a result of interaction?"
o Change the problem to the resolution process
o Choose multiple choices
o Put yourself in place
o Apply the client to determine the solution.
o Clearly explain the existing constraints.
7th Get to know the outstanding services of your staff
o Introduce a customer service remuneration program that recognizes employees for exceptional customer service. You may have tried these successfully and do not believe they are working. I would be willing to accept that the program was like the most. Try something else; to break the mold. One of my most successful clients offers spa treatments for female employees when a customer leaves their way to recognize them for a great service. Another customer provides their employees with the "unpaid daily" incentive for every five unsolicited, positive customer comments they receive. These are just a few examples that are "out of the box." Be creative and generate some excitement for employees for customer service.
o Take the time to acknowledge the colleagues' staff. People want to leave their mark and feel they are counting. The time to recognize them before their peers can make a real difference.
8th Ask Your Customers What They Think About Your Service
Is the best way to find out if you're satisfied with your customers? Formal efforts may include customer surveys, questionnaires, interviews, or comment / proposal cards. Get out and talk with your customers and staff. Ask them how they feel about the service you provide. Ideally, use a combination of both methods.
You might think, "Why are they going to ask for trouble? Who knows what to hear if I ask?" That's the point. As you will see in the statistics below, most customers will not be disappointed with the level of service. They simply leave and never return. If you do not question the quality of the service, you may make a bad assumption and you feel that you can reduce your service levels because you complain and lead your organization to areas that shut down customers or cause problems that have never been planned.
On the other hand, asking customers about their satisfaction will send them a message to care about your business and about them. Although you may hear some criticism, you will also know what you are doing well and see what needs to be changed.
In addition to information, interaction will be beneficial. Every interaction is a customer service option. Use Everything
Most people are doing business with people and businesses that provide good service. We may not say anything, but we reward good service providers, continuing their business with them. If the service is outstanding, we will probably tell our friends and colleagues. Likewise, when we get bad service, most of them vote, not our voice, but with our feet – we just go away. In the 1980s, the Consumer Protection Office of the White House commissioned a TARP study. The report revealed the following facts about unhappy clients:
96% of dissatisfied customers do not complain directly
90% do not return
An unhappy customer will tell nine of
13% at least 20 other people
Outstanding customer service is one of the most challenging tasks in the business world. Sales service is the simple part, so delivering the promise is a huge challenge. So I ask him what you can do to improve the service you provide. Take these eight steps and start enjoying the excellent customer culture today!
© Anthony Mullins – Elite Coaching Alliance 2005
Source by sbobet