How To Improve Customer Service Articles - Your Company's Value Proposition
Customer service is the provision of service to customers before, during and after a purchase. According to Jamier L. Scott “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation."
Customer service is considered an integral part of a company's customer value proposition whether it's provided by a person or by automated means called self-service, in person or online.
Read our tips and advice about bringing customers back, sending them away happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.
So what should you do when a difficult customer complains?
Everyone has customers who complain. Complaining customers tell you what you've done wrong and how you can improve. If you measure customer value and decide to work to keep them happy, they will keep you in business. That's normal, but there are times when women business owners need to measure customer value and see a need to part ways.
Some customers will complain and complain and complain. They never stop complaining. No matter what you do, they still complain. If you work too hard to keep these "pain-in-the-neck" customers happy, they can run you right out of business. At this point, there's a need to measure customer value.
After all, difficult customers don't want to be satisfied. They like being unsatisfied. They frustrate your staff and irritate your other customers. Measure customer value and you might find they are not worth keeping around.
I Choose Words Every Day. When Speaking, Writing, Requesting And Deciding, I Use Some Words And Not Others. You Do, Too.
The words we choose create meaning and mission in our lives. This became clear when a close friend said he was "still looking for a wife." I know this guy. He will only get married when he decides to stop looking - and start finding.
Listen to the difference in these few words:
"What do you want?" or "How may I help you?"
"I didn't mean it." or "Please accept my apology."
Three steps to make your customers feel recognized, appreciated and welcome
What a conversation! A British gentleman working in global logistics, his American entertainer wife who recently became a mother, an Australian event coordinator and me. Four different cultures - and different points of view.
We talked about the service we received at retail stores, banks, restaurants, hotels and airlines around the world. We each had very different opinions about what constitutes "good service."
The logistics guy likes fast and efficient; pleasantries are incidental. The entertainer wants time to browse before she is approached, and feels "hurried" if someone comes too close, too soon. The Australian feels just the opposite. She wants attention right away or she walks right out the door.
Review how your organization currently harnesses the experience of your longest-serving staff
Every organization must reckon with "Old-Timers": staff who have served many years but may be past their most productive prime. What should you do with these folks?
Firing them seems a mercenary way to run a business. But keeping them on staff can demotivate and demoralize others, increasing your payroll without improving profits.
A journalist recently asked me point-blank, "What should companies do with their 'dead wood'?"
Bouncing Back" with S E R V I C E recovery to improve customer loyalty
We all try to do things right. No business sets out to do wrong when servicing customers. But life is full of unexpected moments and, inevitably, mistakes do happen. When this happens, so does the opportunity to improve customer loyalty.
While many people in business focus on doing things right the first time, very few seem to take a powerful interest in setting things right when things do go wrong. In those moments, a passion for "zero defects" often gives way to "Let's get this mess cleaned up fast and pretend it never happened."