Each persons
perception of service, either excellent or poor, really depends
on their experience as a customer as well as the level of service
they expect to receive as a customer - now and in the future. And
that's what a lot of businesses miss out on - the repeat business
from a sale made today!
So what is
the best way for your business to keep customers happy and coming
back? The key is to make them happy! Find out what your customer
wants and needs and make your business about filling that need.
You may not be fully aware of it but your business is all about
them - the customer!
First of all
your business needs a great team that is able to communicate effectively
with your customers - to ensure that what they want is what they
receive and that their experience as a customer in your business
matches or exceeds their expectations.
Secondly,
the service customers receive needs to be consistent. Quite often
a business will have team members who give varying levels of service
to customers - which affects the overall loyalty a business experiences
from its clients eg. Repeat business, referrals etc.
A dedicated
system, in the form of a script or checklist, is best implemented
to set a standard for all customers. If a customer receives the
same great service each and every time they are almost guaranteed
to return.
And finally,
how do you know that your customers think your service is great?
A feedback form is the best way to measure this - but be prepared
for the truth!! Remember that once steps are taken to improve your
service - that your business will be putting the "customer" back
into "customer service".
ACTION
International Business Coach's and Trainers have a number of one
day workshops designed to educate teams - big or small - on topics
such as Team Building, Customer Service, Sales Made Simple and Telephone
Power as well as promoting a range of business building books and
tapes. For further details please contact your nearest ACTION
Business Coach.
