How Examples of Good Customer Service Lead to Exceptional Service
The number one rule to remember when running a successful business is to develop a culture of providing exceptional customer service or, over time, you will struggle in a competitive marketplace. The best process for discovering how the service can be provided is to learn both from your own experiences and from other people’s examples.
Earn a reputation for excellence
To help your business gain a reputation for excellent customer service, there are a number of essential trade secrets that must be followed. A scheme many companies use these days is to hold brainstorming sessions during staff meetings and training programs to discuss the type of service provided by other successful companies. By discussing examples with staff, you help your own organization deliver superior customer service. In addition, by recognizing the positive contribution that staff make, corporate morale and team spirit are boosted. This can be done through bonus or incentive pay schemes or by introducing, for example, a ‘seller of the month’ award.
The following are some questions that can identify whether your company is providing only basic or excellent examples of good customer service.
Background knowledge. Is the employee trained to understand the core business and can he effectively supply customers with what they need?
Image. Is the employee friendly and projects a good image and customer service?
Difficult clients. Does the employee treat difficult customers with courtesy and respect?
Utility. Is the employee helpful and does he ensure that customer requirements are met?
Go further. Does the employee regularly exceed standards by going the extra mile to provide excellent customer service?
8 examples of good customer service
friendly staff
Make sure that the employees hired to deal with customers on a daily basis, especially at the first point of contact or reception areas, have a friendly, positive and helpful personality. Employees must have a good knowledge of the business. Engaging employees who already have customer service credentials is a plus, as it indicates that they already have the skills and commitment to customer service.
appreciating employees
A happy employee will feel valued and will provide customers with good service. A salary that offers staff discounts and other incentives will attract employees and indicates that the company cares about them. Providing opportunities for staff development through training programs encourages and motivates staff.
modern technology
Customers can become angry and frustrated when automated phone systems put them on hold and leave them waiting. Excessive use of this type of technology can sometimes backfire and cause losses in the bottom line of the business.
customer problems
Complaints must be dealt with quickly. Delaying dealing with customer issues can cause your business to lose a valuable customer. Problem solving can open the door to sales and help your business gain an edge over the competition.
Improving the service
Always treat your customers with respect and courtesy. When dealing with problems, find out as much as you can about the problem, as it could help you refine and improve existing services.
thanking the customer
Always thank your customers for dealing with your business. Most customers appreciate being valued and will remember the helpful service your company provided, resulting in customer loyalty and repeat business.
Go further
Some customers may be in a rush so make sure they are served promptly as it could be the difference between selling and not selling a product. Consumers appreciate when companies go the extra mile in serving their needs and can result in repeat business.
Customer feedback
Consider polling your customers through online satisfaction surveys to determine if your existing services are working. By soliciting customer feedback about your business, you’ll be able to measure and improve your internal systems and services.
