Getting Customers

Make Excellent Customer Service your business strength

Every business is linked with customers and customer satisfaction is the inherent and ultimate goal for each and every business. The main reason for this is that customers are the basis for any business – and without customers there cannot be any business. There are two factors that make up the core of excellent customer service, while one is to welcome criticism, the other is to encourage customers to express their opinions freely and frankly.

Here are few pointers that will help bring your service as close as possible to excellence and take your business to the threshold of being called the best.

Excellence starts at the top

The attitude of the chief executive towards customer service determines the quality of service that the company delivers. If the CEO thinks that the customers are treasured assets, the business will provide great service – it is all in the mind-set. If he thinks otherwise, the service will fall short of satisfaction and may remain mediocre or, worse still, slide lower. It all depends on the idea that percolates from the top.

Right Decisions

The best customer service happens only when the management empowers its employees to offer the highest quality of customer service. Employees should be dependable and should be trusted to take sound decisions. Only the right decision taken at the right can help promote and improve customer service.

Hire the right staff

Customer service is not a job for everyone – everyone cannot render the level of customer service that most of the customers anticipate. As a rule, a staff member who offers the best customer service obtains immense satisfaction when they assist or help customers in solving any problem. This cannot be said of every candidate who works for the company or the business. The company should ensure that they hire the right kind of people for this job, who have the inclination and the right mind-set. It would be tragic to employ people who do not possess the right mind-set or who are not oriented towards service. Employees can also be trained suitable to have the right attitude and the right mind-set.

Promise a later date but try to deliver before that

The ultimate aim or goal is to delight the customer by offering excellent customer service. If you promise a customer a specific date and actually deliver the product or service before that, the customer will be extremely delighted and will approve tremendously of your services.

Make customer service a part of your mainstream policy

Make customer service a part of your operating system. Whether it is your marketing team, your engineering team or your sales team, imbue them with the philosophy that customer is to be treated with respect, courtesy and responsibility. Customer service largely determines the company’s reputation, and so you should give it due consideration.

Don’t give customers a sales pitch when they call for technical problems

When customers call for service or technical support, they are hardly in a mood to listen to your sales talk and promotions. If you try to sell anything at such a time you are in danger of losing the customer, who has called you up for a problem. Don’t even think of offering more products since they are already annoyed with your products. This is not the time to be talking of sales, but service.

It is most important to give customers the priority

It will be extremely beneficial to give your employees training in making customers feel important. If a customer makes a suggestion, the concerned staff should note it and let the customer know that it has been noted. Don’t hesitate to do things like giving credits or saying that they are your valued customers. Customers are irate and angry when they make a complaint call to customer service, so be soothing and make them feel good.

Follow up sincerely and regularly

The biggest difference between moderate and great customer service is how often and how well the customer service department follows up on complaints. Give customers a call or send them an email with the result of their complaint or request, if a customer calls with a problem and you believe it’s resolved, call or send an email to ask if the issue has been resolved to their satisfaction.

Now that you know what to do and how to do it, go ahead and earn a reputation for offering the best customer service.

Entrepreneurial Learning

Every business is linked with customers and customer satisfaction is the inherent and ultimate goal for each and every business. The main reason for this is that customers are the basis for any business – and without customers there cannot be any business. There are two factors that make up the core of excellent customer service, while one is to welcome criticism, the other is to encourage customers to express their opinions freely and frankly.

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