How to Improve Customer Service Levels
Customer service is among the most valuable qualities of a corporation. It allows a company to retain old customers and, through word of mouth, bring in new ones. Consumers like to give their shopping loyalties to stores where they know they are going to be treated respectfully. Improving customer service within your organization can begin with policy changes, but ultimately it takes more effort. It must be implemented by the salesmen who have direct contact with consumers.
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Instructions
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Monitor current customer/employee interactions to review how customer service is being conducted. This may include recording support phone calls from customers, installing video cameras closer to the registers in your stores or reading emails sent to and from employees from customers. Reviewing these communications will allow you to gauge the level of customer service training your employees are implementing. You can also specifically watch individual employees to reward those who are doing a great job and handle those who are performing at less than the minimum.
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Start an employee training program for customer service techniques if one is not already in place. Review etiquette for dealing with customers in person and on the phone. Make sure there is a quantifiable way to ensure the employees have passed all training levels, such as an exam.
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Get feedback from customers. Placing survey cards near the checkout or in mailings sent to their homes will help you gauge in a quantifiable way the areas where improvement is needed. Be as specific as possible when asking questions, such as timeliness of transaction, helpfulness of support staff and product availability. Give the customers several ways to answer, such as a numerical scale and a comment box.
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Foster a positive attitude within your employees. Employees with direct contact to customers will be more likely to treat the consumer with a smile if they are pleased with their job situation. Treat them with respect and empower them with encouragement. Listen to their concerns. Happy employees will produce happy customers.
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Become more stringent in your hiring process by adding customer service criteria. Make it a necessity, not a suggestion, that your incoming hires treat customers with respect and attention. Let them know from the start that customer service is a priority in your company.
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Teach your employees about the products you are selling instead of just providing sales gimmicks. Employees who are comfortably knowledgeable about the shop's products will be more ready and able to help a customer.
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Create a comfortable atmosphere so your customers enjoy their shopping experience. Provide for every circumstance, including extra bathrooms, sufficient lighting and comfortable seating. Do not confuse customers with complicated sales systems or pricing options. Simpler is better.
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References
- Photo Credit customers service image by Julia Britvich from Fotolia.com
