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How to Provide Good Customer Service - CRT
Good Customer service is not the responsibility of one department but a philosophy that should be demonstrated at every level of a business.
1. Listen to your customers – take every opportunity to hear their views to understand them, to know what makes them tick, what pleases them and what irritates them.
2. Involve your customers – seek to run ideas past them – integrate their views and opinions into the running of your business.
3. Act on the detail – from your interactions with your customers, pour over the detail, because within it are nuggets that will grow your business. Yorkie was a result of consumers asking why chocolate bars were getting thinner.
4. Be happy – Shoppers like happy people. This is not an act, it cannot be turned on by a simple phrase ‘have a nice day’. If employees are genuinely happy, customers will have a better experience.
5. Go the extra mile – When a customer experiences someone going the extra mile it has a major influence on their loyalty. These often minor adjustments to improving customer service are the building blocks towards creating a strong customer focussed brand.
6. Add value at every touch – every instance that the customer interacts with your organisation should enhance the perception of astrong customer focus. Just one break in that chain and all your efforts to improving customer service will be in undone.
7. It's all about people – Your people are your prized assets. You can have a world class 'how to serve shoppers' manual, but it's people who deliver good customer service. To replicate high levels of customer satisfaction across multiple stores, employees have to receive the same level of care and attention that you give to the public.
8. Be engaged – 'The customer is right' should be at the heart of your company's vision and culture.
9. Never compromise – You cannot cut corners in customer care. Customer suspicion means that any compromise has the capacity to undermine the customer base you've worked hard to build.
10. Employ people with people skills– If you are to build a consumer focussed organisation, you need people persons. They need good listening & communication skills and the ability to make empathetic decisions.
Good customer service can be achieved by putting these steps into action every day. Our ViewPoint customer feedback software will allow you to understand your customers' experiences and give you a level of insight never before possible. For a free consultation, you're welcome to contact us now.
