Dec
13
Customer Service Tips
What is Superior Customer Service?
How many times have you gone to a business ready spend real money only to find that the clerk has better things to do than serve you?
Unfortunately this happens over and over to the consumers every day at more and more places. Many companies have lost sight of what great client service looks like. With diminishing sales in a difficult economy, many companies have focused on the product and not how the product is being sold. Too often these companies are cutting back on wages and often get what they paid for in a customer relations clerk! The primary reason companies lose market share beyond economic ones, is the failure to win or satisfy their client with great client service!
Sound like your company? Are you ready to move from average to great consumer service?
Here are some steps to take:
1. Take a few minutes one day to listen to and observe your customer service people.
Do you see smiles?
What does their body language communicate?
Is their voice positive or does it sound disinterested?
Do they seem rushed?
When they are already helping another client are they polite to new arrivals?
Most importantly is your customer service agent listening to the consumer’s need and wants?
If your consumer service staff is not doing all of the above…get them trained! If training doesn’t work, help them on to their next job!
2. Get Great client service training.
Often training is the first thing to go from a company’s budget but is the single most important tool to gain great consumer service and a growing market share. The consumer services agent should be considered the first line of defense for your company. Your slick advertising brings the consumer in the door, but your company’s true colors show as soon as your customer services agent greets the client. There are many affordable training options that will pay you back in sales and client loyalty!
3. Monitor your staff regularly and reward great consumer service!
Yes, it’s difficult for a salesperson to stay motivated, but the really good ones look for the reward and are self motivated to succeed. The not so savvy consumer service agent is influenced by economy, issues at home, relationships, and whatever the latest drama is in their life. Customer service people must learn that those things while they are real must be left at the door. When they are at work they must become customer service machines! One of the best ways to secure a good consumer service person is to reward them by better pay or incentives (we all love that), or by non-monetary means like complimenting their good work in earshot if other employees. Reinforce good habits!
Truly great customer service people are motivated by actually selling or solving the customer’s problem or issue. As a business owner, be sure you are providing the best products and tools to your consumer service personnel to complete the perfect mix and poise yourself for boundless success.
Author: Ken Evans Jr. – Evans Marketing Group, LLC
