There are many ways any business can (and should) improve customer service. Here are a couple that stand out and can be done without spending a ton of money.
1. Make service a priority
This means your reason for being in business is to help your customers. So everything you do needs to be held up against this standard. Your actions decisions, policies and procedures need to show this. This creates a culture of service in your company. (Your customers know if you DON’T operate this way!)
2. Use a daily reminder
Help employees deliver Amazing Customer Service every day by using a reminder. Maybe it’s a quote. Maybe it’s an example. Maybe it’s a standard or promise your company makes to your customers. Expose your people to a message of service every day. Keep it top of mind.
3. Catch employees in the act of delivering Amazing Service
Watch your staff. When they do something Amazing with a customer, notice it. Thank them. Tell others. And encourage your other employees to do the same. Get customers involved too!
4. Make it easy and convenient for customers to give you feedback
Create at least 5 different ways your customers can tell you how your company is doing. Feedback forms on your website, survey cards, questions from employees. Ask your team to come up with new ways. And make sure your feedback answers these three questions:
-What do customers want from us?
-How are we doing?
-How can we improve?
These questions help your customers tell you what you need to know to improve your business. They are critical to continually improving your organization.
5. Make it personal
Find ways to give your customers a personal experience when they do business with you. An easy way is to remember and recognize them. Our local coffee shop has thousands of customers. (One of only two locally owned shops in a city of 63,000). Every time I walk in someone greets me. The owners remember my name. They chat me up a little. And when I leave always yells or waves goodbye.
Improving customer service is not complicated. You do need to pay attention. But it’s something every organization can do and they can do it starting today.
Other articles you might like:
- Five Ways to Improve Customer Service Starting Today
- A New Tool to Improve Customer Service
- Customer retention tip: Be easy to talk to
- Six Ways to Get Million-Dollar Feedback from Your Customers
- Encourage feedback from your customers
Kevin–
I especially like #3. Creating a culture of good customer service means letting employees know that they’ll be rewarded, both emotionally and financially, when they provide it. Otherwise, it’s just paying lip service. Catching employees performing great customer service and calling them out for it is an easy, concrete way to do that.
Hi Heidi,
Good choice! A positive affirmation can be very sticky and motivating. It stays with people. Plus it provides a learning opportunity for others.
Thanks for reading and for sharing your thoughts Heidi!
making it personal resonates with me. Great points presented. Re: more ways to improve customer service. This Zoomerang white paper has some great ideas and stats.
http://snurl.com/customerwhitepaper
Thanks for the link to the article – very interesting. And thanks for reading too!