Inside The Mind Of A Paying Customer
Whatever your business, in order to keep people coming through the doors, you need to have excellent customer service. Whether the situation is a face to face customer complaint, or a telephone enquiry, it is of the utmost importance that any member of staff that you have working for you can handle it in a professional and uniform way.
So what exactly is great customer service and how to you achieve the best in it? Well, customer service can be deemed as anything and everything a customer sees of your business, even if it is completely unrelated to your actual service or product.
Each customer that comes into contact with your business will judge it, whether they are even conscious of it themselves or not. They will look at everything from the overall feel of the rooms they find themselves in to the way any member of staff conducts themselves even if they aren’t interacting with them.
So it is important to ensure that anything that will ever come into the view of a potential customer is professional looking and has a feel of a well-oiled machine with everything and everyone doing their part to make their business the best.
Of course, this is all before the customer has even spoken with your staff which can almost be treated as the make or break point. Before sending new members of staff out onto the floor you should ensure that they are competent enough to answer any question that a customer could ask them in a professional and polite manner.
Another vitally important aspect of customer service is telephone manner, even more so if a telephone conversation is the first contact that a customer has had with your company. This is because people try to make their minds up about things as quickly as possible on instinct and whether they are conscious of it or not, they are making judgements about your company from the first contact they have with it. So what great customer service is really all about is the impression that each customer gets on first contact with your company, i.e. is it professional? Is it efficient? And then ensuring that every other contact they have with you after that is up to the same standard.