Provide quality customer service

Posted: 02/09/2007--25/11/2008 || Rate this Article: 3 || Views|| Sign In || Register ||Hello Guest

If you own or manage a business, you know how unpleasant many customers can be. Annoying, demanding, critical, dealing with their complaints and irritations can be time-consuming and often prove futile. Yet, customer satisfaction remains an important part of doing a successful job. Happy campers come back and bring others with them, so it's a good idea to satisfy your client base. Plus it's cheaper to maintain current customers than to attract new ones.

1. Be available. Frantic customers in search of a human voice rather than an electronic message are relieved and appreciative when you make staff available to answer questions and handle complaints or suggestions. Personal service is a proven method for attracting and keeping a solid client base, especially in today's hyperactive business world where customers can spend a minute or longer listening to mechanical directions before speaking to a living person. If you must limit a real person's availability to answer calls, consider setting up a Website where customers can email questions and receive prompt replies within 24 hours.

2. Be courteous. Even when customers become rude or irate, it is important for your staff to keep calm and remain polite. Train employees to respond to raised voices in calm tones, to critical words with a sympathetic stance. Emphasize customer satisfaction training to prepare your workers to meet the demands of fussy clients and represent the company in the best possible light. Customers who are impressed by your staff's knowledge and patience will become more confident of your company's ability to do a good job.

3. Be responsive. Deliver products or services on time. Being late can lead to decreased client trust, and your prize customer may call another firm next time. Initiate a survey to let customers provide feedback that can help to improve your service or products. Show appreciation for customer concerns or suggestions. Deal with complaints promptly and make changes that reflect your concern for the customer's interests.

4. Offer a good deal at a fair price. You don't have to charge top quality prices to make a profit. In some cases your effort and subcontracting services may be worth top dollar, but sometimes you don't have to charge the customer an arm and a leg. Provide occasional discounts, throw in a free gift, or take other steps to demonstrate customer appreciation. Shoppers love to feel special, and will come back to your company when you treat them as valued clients. When possible, it's good business to give customers more than they expect.

5. Anticipate future customer needs. In a shifting economy or rapidly evolving industry, a good manager will anticipate his or her clients' needs and make efforts to meet them. Lower prices, a faster gadget, or a more intuitive software program can make people's lives easier and attract your clients' admiration and repeat business. Don't neglect current company strengths while expanding your product line or enhancing your line of services.

Customer loyalty is important if a business is going to remain solvent or continue to grow. Evaluate your customers' service ratings and evaluate future needs to continue developing a mutually satisfying relationship that will stand the tests of time and competition.