Home Leadership Leadership Lessons Five things you should know to build great customer service
Five things you should know to build great customer service PDF Print E-mail
Written by Joy E. Karp   
Tuesday, 22 July 2014 09:09

  1. Do you walk the talk about the importance of service? CEO’s, owners and supervisors are known to parley and give speeches about sales and transaction numbers, facts which most front-line employees find underwhelming. Ask yourself, whom do you depend on to deliver great service? Numbers don’t deliver great service — people do! Do you spend as much time watching, coaching and caring about service as you do analyzing the numbers? If an employee or manager consistently gives extra attention and effort to delivering service excellence, is that achievement recognized in a meaningful way?
  2. Business owners need to understand that their employees are their customers too. If employees are not satisfied, they will care little about the quality of service they deliver. You cannot build a service mentality if your team is unhappy. Do you care about your employees and do they know that? Do you give them generous discounts, have service incentives and allow them vacation time at their convenience? Do you show genuine concern for their well-being?
  3. When we say the customer comes first, we mean that your undivided attention should be on the customer, whether you are in the midst of speaking to a colleague, emailing or are involved in any other type of administrative work. Stop immediately and face the customer with an expression and greeting that shows unequivocally how pleased you are that they chose your business. The customer must NEVER feel like an inconvenience.
  4. Does your company have a telephone answering system that propels clients and customers into an annoying merry-go-round experience? Ask a few friends to call your company for some information and then meet with them to discuss their experience.
  5. If you have ever been on a great cruise, you know what five-star service looks and feels like — people anticipating your every desire. Ask yourself these questions. What makes your service special? Is it the knowledge level of your people? Is it the high morale and teamwork — even if you are short-staffed — that compel the customer to return? Is it the overall atmosphere and familiar faces that make the customer feel like family? Is it the extra time you take with clients? Does your business have that ‘wow’ service mentality? Is it time to develop a new service strategy?

Regardless of staffing levels or any other challenges, service excellence must remain a constant if your business is going to prevail.

 

Joy E Karp is the author of “The Power of Service: Service Through the Eyes of Customers.”

 

 

 

 

 

Last Updated on Tuesday, 22 July 2014 09:16
 

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