How to Improve Customer Service

Good customer service is an integral part of any business or organization. In any profession that requires interaction with the public, employees must exercise effective customer service skills in order to gain and retain customers.

Difficulty:

Moderately Challenging

Instructions

1. Add people-loving people to your team. This may sound too simple, but it's crucial: Employees who are outgoing and friendly tend to be empathetic concerning customers' problems. Intelligence and problem-solving skills are a plus, too.

2. Offer periodic customer-service training programs. These programs often provide role plays of various scenarios that mimic a range of customer interactions. Ongoing training like this encourages customer-oriented behaviors and practices.

3. Give employees the authority to make some difficult decisions without you. Well-defined customer service guidelines provide a basis for this authority. When employees make good decisions, you can congratulate them, encouraging further customer-oriented decision-making and empowering employees to get involved in decisions that benefit the company.

4. Allow customers to give feedback. Issue surveys or randomly call customers to get their opinions. Your customers will usually be glad to share this information. Act on any feedback that can show you how to improve customer service.

5. Catch your customers off-guard. Pleasantly surprise your customers with an unexpected bonus product or a thank-you note after a purchase. This simple step will give your customers a positive, memorable experience and encourage future purchases.