There are substantial benefits for companies that improve their customer service. The good news is you don’t need to spend a lot of money to start making improvements in your customer service. You can make customer service improvements starting today. Here are some specific suggestions to get you started. 1. Improve People Skills To deliver Amazing Service, people skills count. So a fast and high return way to improve customer service is to find ways to improve your team’s people skills. This might include bringing in a speaker or trainer. It could mean focusing on people skills topics at staff [...]
Employee Engagement
The only way to have a healthy, sustainable business is to be a good leader for your employees. You need them to run your business, so the success or failure of your business comes from how well you take care of your staff. If you take care of your employees, they will take care of your customers and your business. Here are some ideas to help. First, you want to avoid the things “bad” bosses do, like these: Yell at your employees (It’s amazing but this still happens.) Treat your employees worse than your customers Think being a boss is [...]
A while ago I was engaged to do a customer service seminar for a city. One of the things they wanted to talk about was establishing customer service standards. So I began a search for other cities that had already established customer service standards to see what their experience had been. My first search in Google was: “customer service standards”. The results surprised me. In the first three pages (98% of users rarely look beyond page 3 of their search results ) there were no for-profit companies listed in Google’s search results. The majority were government. Federal, state and local [...]
It makes sense that if you improve customer service, you will increase customer loyalty. But improving customer service is not necessarily easy. It takes more than a seminar or a motivational speaker. It takes effort and time to make a sustainable improvement in the level of service you deliver your customers. Not long ago I was talking with Dr. Alan Weiss about customer service. Among the many good ideas he mentioned to improve customer service, one stood out. Alan said “if you want to improve customer service in your company, get a role model”. So, with thanks to Dr. Weiss [...]
Here is your Daily Dose of Amazing Service: Get everyone involved And here are some additional thoughts on this topic… Jan Carlzon, former CEO of Scandinavian Airlines said: “If you’re not serving the customer, your job is to be serving someone who is.” It’s one of my favorite customer service quotes because it reminds us everyone in the organization needs to be involved in serving our customers. Our customers come to us for help. They want to accomplish something (or prevent something.) And they want to
One of the best ways to increase revenue and profits in a tough economy is to get more new customers who are already sold on your product, service or brand. These customers can be hugely profitable because they require very little marketing or sales costs. By the time they reach your door they have already heard good things about your business and they are interested in learning more. If handle them right a high percentage will become customers with little effort on your part. Here are seven things you can do to increase customer referrals at your business. They’re not [...]
Poor customer service from airlines is legendary. It’s cliche. It’s so common that when we do get great service we feel like we’ve won the lottery, if only for a moment. But it doesn’t have to be that way. Sure, airlines have big challenges that can be obstacles to providing great customer service. So do many other companies that find ways to provide remarkable service to their customers. They choose to overcome their challenges and they take care of their customers very well. And they do it consistently. Here are four things any of our airlines could do to improve [...]
