You may have heard the old adage, "The customer is always right." Although that may not be true in every case, good customer service is crucial to any business and can be the difference between success and failure. There are ways to improve customer service that will help to ensure profitability for your company.
It's important to know what customers are saying about you, and technology can help. Set up online surveys that allow customers to answer questions about the quality of service they receive at your business. Sign up for Google Alerts to let you know when your company is mentioned online, such as on customer review sites like Yelp. If your business has a website, set up a suggestion box so that customers can offer ideas to improve service.
Reach out to your customers on a regular basis to let them know about special offers or promotions. Phone calls, emails and mailings are a good way to stay in the minds of your customers so that when they need a service, they will think of you. Offer your customers a discount or promotional item if they write a review about your business on a site like Google Local Business Center.
Train your employees with good customer service skills. Monitor their actions so they can get further training when they need it. Convey the importance of excellent customer service to your employees so they understand how it affects business, creating the possibility of increased sales. Offer employees an incentive such as a bonus for whoever provides the best customer service each month.
A complaining customer can damage your business if he decides to bad-mouth your company either verbally or online. Handle an unhappy customer promptly and courteously, and make sure the problem is corrected. You will not be able to satisfy everyone, but you must do your best to keep customers happy, because they are the lifeline of any business. Finally, remember always to thank your customers for their business.