We?ve all had that experience before. The one that makes us stomp our feet in anger and scream with frustration. Sitting on the phone on hold for an hour, just to find out you?ve reached the wrong department, or someone disconnects you by accident. Getting shuffled around from person to person, with no one having a clue how to help you. The product that breaks when you first use it, and the company rep who tells you it was your fault you broke it. I could go on and on, but you know what I mean ? the customer service nightmare.
For anyone on the customer side, it seems incredible that a company can?t provide decent service. From the business owner?s point of view, customer service might seem like a huge money pit that needs to be kept to a minimum. Of course, as a savvy business owner, I?m sure you know just how critical excellent customer service is to your business.
To help everyone see just how easy it is to offer up consistently high standards of service, I just released a new Customer Service PLR eCourse over at Business Content PLR. Check it out. In the meantime, read on to learn some of the top customer service tips you can follow that will leave your customers drooling with envy and lying in the dust.
Tip 1: Seek Out Their Input
Your existing customers are your greatest source for identify ways to improve your products and services. They?ll tell you where you?re falling short and where you excel. They?ll probably be the most honest too. Use surveys, focus groups, or a simple email request to get their input, and keep the questions to a minimum.
Tip 2: Follow Through on All Levels
Everyone in your business is responsible for listening to the customer and following through on what they hear. If customer feedback stays at the level of the person who first heard it, you might as well have not asked for customer input at all. Set up a system for communicating customer input throughout your business. Make sure everyone knows what your customers are thinking.
Tip 3: Make Service a Priority Job
When customer service is a priority in your business, you need to make sure you give it the resources it needs. That could mean extra people, systems, hours, training or more. You don?t need to have the most expensive solution, but you must focus ?enough of your own time and energy to make sure your service solutions are top notch.
Tip 4: Always Seek to Improve
Continuous improvement is essential for all parts of your business, and customer service is no exception. Feedback from customers may help you identify ways to improve, but everyone should be on the lookout for ways to streamline processes and raise service standards.
Tip 5: There?s a System for Everything
Set up very specific processes for handling customer service, whether it?s a basic inquiry or a customer complaint. Creating your own Customer Service Manifesto, like the one I included in my new PLR, can help you establish guidelines and systems for everyone to follow.
Tip 6: Don?t Assume They?re Happy
Just because you think you?ve resolved a customer complaint doesn?t mean the customer feels the same way. Always check with them to see if they?re satisfied. Don?t be afraid to find out if they have other complaints that need to be addressed. The goal is always to have a satisfied customer. Better yet, set your goal as having customers that are thrilled with your service.
Tip 7: Measure and Track Results
As with any area of your business, measuring customer service performance will help you make improvements. You can do surveys periodically that are just geared for measuring your level of service and you can ask customers directly.
Businesses that are real customer service stars actually want to hear all those customer complaints. Each piece of feedback is another opportunity to raise the bar and wow your customers with your responsiveness.
Don?t let your business be one of the ones that people are moaning about. Your goal should be to have customers turn to their friends and say, ?Wow. I can?t believe how fast they solved my problem. And they were so nice about it!? ?That type of customer service is what makes or breaks all companies, no matter how large or small they are.
Already a customer service believer? Want to help others learn to do it right? Check out my latest PLR pack ? Customer Service PLR eCourse.
Now, it?s your turn. What was your best, or worse customer service experience?
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