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Top Ten Customer Service Strategies

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Shephyken
Member
#1   Posted: 6 Jan 2012 11:57
 


1. Experience your own customer service. If possible, personally mystery shop your own company. Find out how easy you are to do business with through your own experience. Sure, you can hire a company to do surveys and mystery shopping, but learning through your own experience can be an eye opening experience.

2. Create a customer service culture, and it starts by setting an example and practicing what I call, "The Employee Golden Rule" which is: Treat your employees the way you want the customer treated — maybe even better. By the way, everybody should practice this as when it comes to customer service, everyone is a leader.

3. Be better than average. Amazing companies don't always deliver "Wow!" type experiences. No, they are just a little better than average — all of the time. All of the time is the secret. Anyone can be good or great once in a while. It's the consistency that makes them amazing.

4. You may not be the owner, but you should care like you're the owner. Not all owners or executives make great leaders, but the ones that are should be emulated. Watch how they take pride in how they deal with customers and employees. Then copy them. Act and care like you are the owner.

5. Analyze when things go right. When a company receives a complaint people usually have discussions to find out what went wrong and how to prevent it from happening again. Next time you receive a letter of praise, meet to find out what went right and how it can be repeated. Don't, as the clich goes, just learn from mistakes.

6. Pay attention to details. Sometimes it's the little things that make the biggest impact. Figure out the details that your customers enjoy and make them a routine part of doing business with you.

7. Focus on 100% wallet share. A loyal customer is a repeat customer, but may still buy from your competition. The ultimate loyal customer is a repeat customer that buys what you sell, but only from you, and not your competition. So, what are you doing right now that is going to make sure the customer, the next time they need what you sell, will come back — the next time, every time?

8. Use social media to enhance your customer service by sending value added messages, creating users groups and monitoring what others are saying about you.

9. Create a consistent experience. One sure way to erode loyalty is to deliver an inconsistent customer service experience. One time it's great. The next time it is barely average. And, the next time it may be great again. Inconsistency creates uncertainty. Uncertainty erodes confidence. Lack of confidence leads to lack of trust. All of that leads to giving a customer a reason to consider your competition.

10. "Peoplize" your business. (I made that word up.) People do business with people. Make it personal. Customers should want to do business with you because of you and your employees. Make your customers "feel at home." You may have a great location, cool displays, great signage, etc. That's all great, but if your people can't make your customers feel welcome and appreciated, all of the other "stuff" doesn't matter.

Bonus: Don't forget to say, "Thank you!" It would be remiss of me not to remind you to show appreciation. You can thank a customer in person, on the phone, with a thank you note, an email... You get the idea.

Now it's up to you. Choose one customer service strategy to start with. Have a meeting around it. Discuss how to implement it. Then, do it!

rohini k
Member
#2   Posted: 5 Apr 2012 07:45
 


1.Listen to your customers and try to identify common areas of complaints and issues.

2.Aim to resolve issues and complaints as soon as possible.

3.Pay competitive salaries. It's important to remember that the customer service industry is well known for poor pay and can result in a high turn-over of staff.

4.Enhance the workplace.

5.Aim to resolve issues and complaints as soon as possible.

6.Train your staff.

7.With increasing numbers of people turning to the internet for goods and services it's important to remember that speed and quality of service is of the essence.

8.Try to make your customer service staff feel valued — they ARE an important part of your business.

9.Make the customers' problem your problem.
10.Send thank you notes.

RUTH MORAI
Member
#3   Posted: 24 May 2012 01:14
 


BRILLINAT
put yourself in the customers shoes

tmarsano
Member
#4   Posted: 27 Jul 2012 13:55
 


I think everyone would agree that great customer experiences require service representatives to always remain positive and profession no matter the situation. Investing in Customer Service Training is the best way to teach all of the strategies you mentioned above while giving your employees opportunities to practice their new skills. Find out more about the benefits of CS Training at: http://www.impactlearning.com/solutions/training-programs/customer-ser vice/customer-service-training/. Hope it helps!

mcgntr
Member
#5   Posted: 4 Aug 2012 08:06
 


I have found that 'experiencing your customer service' as a customer - is often the most eye-opening for employees. After all we are all experienced customers and know what we like and don't like. When they experience the company's service - it gives them new insights into how they can improve their reactions to customers.

jaw3614
Member
#6   Posted: 27 Sep 2012 07:20
 


These are some great points. I never thought of putting yourself in the customers shoes. Great Post!

JackD
Member
#7   Posted: 2 Oct 2012 05:18
 


Effective but still its the same thing your competitors are doing. How can you create your business stand out? Well any business should be focusing on customer convenience online. Now give them a human interface that will give personal purchase or sale online. This is something that will make your business stand out in the market. Live chat customer service can not only create competitive edge but will also satisfy your customers.

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