It is Always About Customer Service!

Posted by paulinselman on October 22, 2018

Customer service is a pretty hot topic and can make or break your business. Consumers have little patience for lousy customer service and easily get tired of waiting in long lines, trying to get a live person on the line, going through an interrogation to return something or trying to communicate through a language barrier.

If you provide them with a simple, efficient, pleasant experience they will revisit your business over and over. More importantly, they will tell everyone they know!

There are three secrets to good customer service, the first one we’re going to conquer is knowing exactly what YOU want.

You are the captain of the ship and the visionary for the future of your business, so you need to have a clearly defined plan for your business and that includes customer service. There are three main goals you need to consider:

  1. It needs to be easy for your customers to do business with you. You can do this with advertised discounts, kiosks, your website and other technology based programs to help them shop.
  2. Doing business with you needs to be a warm and pleasant experience. Your staff has to be knowledgeable, approachable, warm and patient. Your customers need to feel like they are getting a good value for their time and money. Perceived value goes beyond the price of the products and extends to their shopping experience.
  3. Change your mind set and ask yourself “How can I NOT afford to do these things?” This shouldn’t be a question of expenses, but making and keep happy customers.

Which these thoughts in mind you also need to take a few things into consideration when deciding on the actual programs and standards you’ll put into place.

  • Share your customer service vision with the rest of your staff.
  • Connect your incentive programs and bonuses directly to customer service.
  • Monitor the level of customer service your staff is putting out.
  • Know when you can ignore what your customers want.
  • Continuously focus on your goals.

 

Now, that you know what you want you can starting thinking about how to meet those wants and create a positive customer service experience.

Remember, our business coaches can help you through this entire process and teach you how to avoid falling victim to e-myths.

Try our FREE test drive to experience the tools and resources we have to boost your business to the next level and beyond.

If you would like to learn the specifics of generating more leads than you can handle, or if you would like me to find you a minimum of $10,000 in lost revenue in under 45 minutes, click here to set up a free phone consultation. As a bonus I will also show you how to reclaim that lost revenue without spending a dime! You will never be sold anything. We want to be your go-to company for world-class, effective education.

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