How serious do you take your Customer Service?
In this post I will deep-dive into the topic of customer service, to Increase Your Know, Like and Trust Factor!
Am pretty sure you know, Customer service starts with your advertisement materials and website were customers get clearly detailed information about the offered products and /or services.
When a customer calls your information hotline, they should receive a warm greeting and the information they require at the time and should have the opportunity to book or cancel a consultation. If a customer sends a query email, make it a rule to respond no later than 24hours later, as the level of patience has become lesser and lesser the more popular new media has become. Let your customer or clients be able to book or cancel a consultation via email too.
The Top 5 of Responding to Customer Queries
- Enable customers to submit feedback via email or directly to a member of staff
- Ensure customer comments and feedback is always welcome
- Respond to negative feedback promptly and efficiently
- Listen to customers and meet their needs wherever possible
- Always deal with customers in a friendly and approachable manner.
If you offer an initial (free) consultation, be honest what you can or cannot deliver, before the customer books the service he/she wishes to purchase. After the service has taken place, send out a survey questioner for customer feedback. You might want to increase survey participation by offering something in return, for example a free service, en entry into a specific prize draw etc.
Do not sell any products or services that your customers doesn’t need or want, despite making a quick sale, the customer might feel ripped off and not come back for further business, as there is no return of investment.
In case of a complaint look into the case and try to resolve the problem within a specific time frame.
How to create Business Policies and Procedures for Outstanding Customer Service
Write down and plan your principles, policies and procedures of your organisation, include;
- How the ‘Meeting and greeting’ of customers or clients should be
- Plan how to handle ‘Feedback and complaints’
- How to handle ‘Issues of public concern’ and how they are addressed / dealt with
- How to ensure ‘Confidentiality’, consider laws and regulations you have to adhere to
- How to create consistent ‘Quality’ and anything in regards to your products / services
Take your detailed list of principles, policies and procedures and incorporate them in your business documentation, for example your;
- Business plan – mission or vision statement
- Organisation handbook
- Advertising material
- Website content
Keep a Procedure Protocol in your Organisation handbook ready for your employees of individual contractors. Regularly analyse any feedback, for example the customer survey questionnaires, to spot issues early, and to address them promptly.
I hope this post on Customer Service was helpful to you and your business; if so please Like & Share.
I welcome any comments you might have.
All the Best,