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.
Effective Customer Surveys
A manufacturer complains that his efforts to measure customer satisfaction are rarely successful. His customers just don't return the satisfaction surveys he sends out. A leading resort gets back just 30% of the comment cards left for guests inside their fancy rooms. One government agency had a response rate of only 6% when they sent out an 11-page survey to measure customer satisfaction.
What's going on here? Why is the response rate so low on these efforts to measure customer satisfaction? Why don't customers complete and return customer surveys?
The problem, as I see it, is twofold:
If we do give staff more power, how can we measure if it is properly utilized?
In my regular newsletter, I pointed out how companies should empower and support frontline staff to improve customer satisfaction by doing what the supervisor ultimately does, without having to check with the supervisor each and every time.
Many readers sent in follow-up questions and suggestions to improve customer satisfaction.
Question: "If we do give staff more power, how can we measure if it is properly utilized?"
Ron's reply: You should measure utilization of empowerment only by counting returning customer visits or resulting customer compliments. If your high-value customers come back, make new purchases or praise your service, then your staff empowerment policy is effective and is working to improve customer service.
I Just Had An Unpleasant Experience With One Of My Online Vendors And I'm Steaming Mad
It's a classic example of what NOT to do if you care about your customers and want to keep them. Long story short, it was time to renew an annual service I've been using for many years. Typically, it's a simple, automatic process; I get an email saying I've been renewed - done.
Not this time, apparently they had an old expiration date on my credit card. Trying to correct it started a cascade of multiple, frustrating, international email correspondences that lasted over 10 days (no billing department phone number available). The unresolved outcome culminated in my credit card getting "locked out" which I didn't discover until I was in the grocery store, with a cart full of food and a declined credit card. Can you feel my blood pressure going through the roof?
Team Building Can Give A Powerful Boost To The Spirit And Effectiveness Of Any Group
Well-designed and delivered team building programs can lead your group to a better understanding, clearer alignment and much stronger motivation to work and succeed together. Organizing a team building event is a big responsibility that does call for customer service leadership skills. The next time the responsibility lands on your shoulders, use these ten customer service leadership ideas to make your event a well-planned and memorable success.
Delivering customer service training to a worldwide audience can be a minefield of potential errors, missteps and disasters
Whether you have 30 or 300, it is likely that you will face men and women, old and young, company veterans and brand-new employees, locals and foreigners, married, single or recently divorced, and every possible mix of ethnic, religious and sexual persuasion. With a group like this, you can offend without intention, insult without meaning to, and alienate without even trying.
Avoid painful mistakes when providing customer service training! Follow these twelve tips when you work with participants from around the world during customer service training or other programs and you will find yourself with an attentive, involved and harmonious learning group.