It might be difficult to put your finger on just exactly what defines quality customer service, but one thing is for sure – you definitely know when you do, or don’t, get it!
For many of us, the kind of service we get from our banker, local retailer, internet provider, or doctor determines whether we will continue to frequent their business or choose someone else. In today’s competitive business environment it makes good financial sense to deliver quality service to not only keep your customers coming back, but also to help promote your company through word of mouth referrals.
No matter what industry your business is in, these simple basics make your customers feel welcomed, appreciated, and respected:
1. Acknowledgement
2. Friendly and professional
3. Listen and be attentive
4. Provide assistance
5. Solve problems effectively
6. “Thank you and welcome back”
WOW – this sounds simple, so why is it so difficult to deliver? Although there are a number of factors possible to explain this, the following two scenarios seem to surface with regular frequency.
Hiring employees that have not previously been held to high service expectations, either because of inexperience in the workplace or perhaps because of lower standards with a previous employer.
Customer service expectations should be clearly communicated during the job interview and new hire training period helping to ensure that the position has been filled by an employee sharing your company’s vision and goals.
If problems are evident early on, they’re not likely to be easily resolved later!
Obstacles which prevent employees from delivering quality service present another common scenario. This often happens when employees are not empowered with decision making authority to effectively handle customer questions or problems.
Providing your employees with a comprehensive training program to build job knowledge and empowering them to make decisions within your organization’s policies and guidelines will allow them to meet or exceed established customer service standards, keeping your customers satisfied and coming back.
Please contact Double C Professional Consulting Services today for more information on how we can help you build a successful service culture.
