Even with the best of intentions, many companies only give lip service to this very critical area. It is necessary that every employee be tuned in to how he or she can contribute to outstanding customer service – the kind of customer service that keeps customers coming back again and again.
"Customer service" includes every element of the sales transaction between your business and a customer. Though you may consider customer service just a matter of being polite to customers, it actually involves many areas, including the following:
- Being truthful in advertising your product or service.
- Providing a product or service that meets or exceeds customer expectations.
- Being prompt in delivering your product or service.
- Letting customers know you appreciate their business.
- Handling customer complaints or other concerns promptly and politely.
- Being polite and cheerful in dealing with customers – even when they are "just looking" instead of buying.
Every one of your employees should be able to compile a list of the behaviors that contribute to good customer service in your specific line of business. Have your employees bring their lists to a staff meeting and compare notes. Discuss the areas where your company could improve customer service. Then decide on specific actions to take and decide who will take them and when. It's important to follow through to be sure that the changes you decide to make are actually made.
Get your employees involved. Be persistent and consistent in improving customer service. Your net profit will show the positive results of your efforts.