Improving your Service
Good customer service relates to the whole experience, from the first moment the customer walks in or makes contact. Make sure customers feel welcomed and valued at every stage. Be mindful when interacting with customers, and think how customer relations can be improved. Take care when:
- responding to telephone calls and emails
- providing product and service information
- taking orders
- discussing service requirements and options
- billing and managing payments.
If you are a business losing customers, or not increasing its customer base, you may need to improve your service. Identify who in the business has contact with the businesses customers. It is vital that these staff understand how to serve them well.
Businesses may not always be able to give staff customer service training. Providing staff with information, such as customer service tips, and a customer service charter, is a quick and inexpensive way to pass on the important points. Treat front-line staff well and support them in handling complaints, by having a complaint handling policy and procedure. Being able to deal with complaints effectively helps both customers and staff.