It has been shown that 70% customers hit the road, not because of bad quality of product or poor service, but because of the human side of dealings. And that 8 out of 10 people say that customer service can influence their choice of brand. Here are our main rule of thumbs when it comes the ensuring a high standard of customer service is delivered at all times:
1. Throughout your entire organisation, you must ensure each and every person is committed to the customer service culture. Your company should develop their own customer service strategy and set clear goals and targets to achieve this Make sure that all staff are aware of the strategy and committed to its values.
2. Make it easy for customers to get in touch with anyone in your company, regardless of the enquiry. Make any information about your company the public should know accessible by offering a range of different methods of contact. Aim to respond within 24 hours, even if just to acknowledge receipt, though you can have these set up on your contact forms.
3. Maintain a high level of on-training and support for your customer focussed staff. Discuss behaviour, attitude, knowledge and skills to deliver high quality customer service.
4. Effectively utilise your customer feedback to help resolve any problems or issues they have. Encourage feedback from your staff so that you can continually improve with your business. Try to identify any problems early and deal with them appropriately.
Following this simple, but very effective steps within your business will help greatly to increase staff morale, customer satisfaction, productivity and turnover.