Wisecrow Customer Service Consultancy are compiling a list of good customer service tips to help managers, supervisors and team leaders improve the customer service experience delivered by their organisation. We will build and elaborate on the list so please keep dropping back.
1. Target one customer every day and make them a friend for life!
Make a point of impressing one customer every day by delivering just a little bit extra.
It can be something very simple, a smile, or an acknowledgement, remembering their name; or pointing out a saving they can make, helping them find a solution. It's the little things that make all the difference.
Do this, and encourage all customer service staff to do it too, and you are on the way to building a memorable experience that will make your customers want to come back for more.
Remember it's the little things that count.
2. Under-promise, over-deliver
This simple practice will not only help you to keep your customers happy, it can often be used to take the pressure off yourself too.
As with most customer service issues,it’s the simple things that have the impact. For example, if you think you can return a call to a customer in 20 minutes, quote 30 minutes and then call them back in 20 minutes and give them a nice surprise. (Still personally aim for the 20 minute target, but if something happens that causes you a delay, you can meet the quoted deadline and avoid being late). Don’t forget, the customer is unlikely to have a fixed expectation until you set the deadline; it’s up to you to make the deadline reasonable for both you and the customer.
3. Always aim to exceed the customers expectation
4. Do one thing every day that will, in some way, improve the experience of your customers.
5. Invest a little time every day on the "shop Floor" talking with your staff and customers.
6. Review individual staff targets and make sure they focus on the customer experience, not simply achievement of tasks.
7. Build time on the shop floor into your induction programme for ALL new staff.
8. Informally survey your customers regularly to find out what would make the experience better for them.
9. Take the time to view your business from the customers perspective - what is it like to deal with us? What are we doing to welcome our customers into our environment?
10. Look at how others deliver their customer experience. What are they doing that is positive and negative? What can you learn from this and apply to your environment?
11. Be an example, demonstrate fantastic customer service yourself, others WILL copy.
12. Treat your team well. Your staff will treat your customers the way they are treated. Deliver excellence for your team, so that they deliver excellence for your customers.
13. Ask senior managers to report back one good example of customer service they have seen from a member of their team during the last week.