How to Give Good Customer Service

No matter what business we frequent, we are always hearing about "customer service." We are always being asked to fill out a survey with the promise of something free. With all of this attention on customer service why do we still feel that we are not valued as a customer? Businesses wrongly feel if they roll out a customer service initiative in the form of feedback than they are giving good customer service because they care enough to ask. Whether you are a doctor, small business owner or big department store chain you will find below ideas on how to keep the customer coming back.

Difficulty: Moderate

Instructions

1. SINCERITY
   
   If customer service initiatives are not delivered in a sincere manner than the consumer will perceive it as such. When you are shopping in a grocery store and the cashiers are forced to make repetitive comments and not listen to the customers answer this is not customer service.
   
   Employees must be sincere. They must look the customer in the eye and be sincere in whatever question they ask.

2. EMPLOYEE TRAINING
   
   It is not sufficient to tell employees to do something. Why should they do it? How will it impact them? Better customer service means more sales and that keeps their employer in business.
   
   Many corporations try to save money by training new hires by putting them in front of a CBT. Although this can be helpful in training, nothing compares to trainer who can express passion and give associates ideas in helping the customer. How can the employees go above and beyond what is asked of them and why should they do this.
   For example: In certain businesses a hand written thank you note to a loyal customer can go a long way. It is easy to find the same merchandise wherever you go and almost at the same price - the human aspect of a business is what makes you choose one business instead of the other.
   
   Train your employees to keep their personal information or issues with their schedules private. When someone is shopping and trying to enjoy their experience they do not want to listen to employee complaints and personal issues. This is very common and employees should learn to keep this to themselves. If they have grievances with their employer, the customer is not the venue for venting.

3. AUTOMATED PHONE SYSTEMS
   
   Check this system and make sure it works! How long is the customer waiting? Are they able to speak to a human if they aren't successful with the menu? Is the information on the system outdated? If you are lucky enough to have a real person answer the phone are they professional? Are they sincere? Are they carrying on a conversation with another employee when they answer the phone.
   
   The telephone is often the first experience a new customer will have with your business. What image are you presenting?

4. MANAGEMENT STAFF
   
   What is your management staff like? Are they dressed professionally? Do they know how to communicate professionally to a customer? Do they have the tools to ensure customer satisfaction? Managers should be trained and empowered to help the customer with any problems. A customer does not want to hear that the manager has to ask their supervisor in order to satisfy the customer. Sometimes it is necessary to obtain the feedback of a higher supervisor, however many issues can be resolved quickly if managers are empowered.

5. IT'S THE SMALL THINGS
   
   Customers can be pleased with small initiatives. For example, employees walking past a customer can say hello and ask if they are in need of any help.
   
   They should offer additional suggestions to the customer. When asked a question about where something is located, they should walk the customer over to the area instead of pointing a finger in the direction.

6. IMAGE IS EVERYTHING
   
   The way a customer perceives a business is what they will walk away with. Is there a clean and organized environment? If you are going to a doctor or dentist and the receptionist is scrambling to find your file than the customer will perceive disorganization and may wonder about the medical care they will receive.

7. PRICING
   
   Are you prices and promotions clear and easy to understand? If a customer has to ask for clarification than your pricing is too complicated. Keep pricing simple and consistent. Changing prices several times in a day may seem exciting to the business but to the consumer it is frustrating.

8. IT'S CORPORATE POLICY
   
   Nothing is more frustrating to a customer with a problem than to hear corporate directives as a reason for not resolving the issue. Maybe it is a corporate directive, maybe it is in place for a reason, just don't use those terms when speaking to a customer. The consumer is somehow unhappy or they wouldn't be talking to a manager. They want a solution to their problem. The fact that senior executives had meetings in a far away office is not relatable to them.

9. YOU CAN'T DEVELOP A STRATEGY WITHOUT UNDERSTANDING THE BATTLE
   
   Before customer initiatives are rolled out, make sure you have a clear understanding of the challenges and problems the associates face when dealing with a customer. Are your expectations realistic? Many associates want to do a good job and please the customer but they are stretched so thin they can barely keep up. If you have limited staffing than develop a customer service plan which is simple for the associates to execute.

10. BE A VISIBLE MANAGER
    
    How many times do managers deliver speeches on customer service and walk past a customer without saying hello. If you have policies in place than make sure you are the best example of what you want to see from your associates. You should be a model of your expectation. If your employees see you going above and beyond than they will do the same. IF they see an apathetic manager than they will be less likely to deliver good service. Good customer service can only be achieved if the management is out of their office inspecting what they expect. A manager who sits in their office and has no idea what is happening in their business can not be effective.