|
|
Like this article? PLEASE +1 it! |  |
|
Why customer service is the most important part of any business
| Guest post by: Peter Geisheker |
Article Overview: Your customers will have interaction with your customer service people more than any one else in your business. If you provide your customers with excellent customer service, you will find that they will return time and time again. And return customers mean return sales and greater profits for your company.
 |
Free Download - How to market your business with Twitter By Peter Geisheker |
Why customer service is the most important part of any business
When you own a business, whether it is an Internet business or a retail outlet, customer service is the most important part of your business. In fact, it is the lifeline of your business. Having the wrong personnel handling your customer service can destroy your reputation, credibility, and your business very quickly.
Your customers will have interaction with your customer service people more than any one else in your business. If you provide your customers with excellent customer service, you will find that they will return time and time again.
There are several customer service guidelines that need to be followed in order to meet your customer’s needs.
Here are the Do’s:
* Provide excelling training for your customer service personnel. This is the single most important aspect to running a successful customer service department. Providing training sessions will assists your customer service personnel in dealing with any type of situation in a calm and confident manner.
* Monitor your customer service personnel to ensure that quality service is given to every customer. If you see problems, fix them immediately with talking to the customer service rep and by providing them with more training.
* Use customer service satisfaction surveys. Surveys will give you a better perspective on areas your customer service department needs improvement.
Make sure that your customer’s needs are met. When your customers leave satisfied, not only are they more likely to return, but they will tell other people about their positive experience with your company. Word of mouth advertising is the best form of advertising.
Here are the Don’ts:
* Never argue with a customer. An unhappy customer will often use the customer service representative as a sounding board. It is important that your customer service personnel handle this type of situation very carefully. Arguing with a customer will not only infuriate the customer more, it can lead to negative word of mouth advertising where the unhappy customer tells other people not to do business with your company.
* Customer Service Reps need to know not to bring their personal life to work. Everyone has bad days, and your customer service personnel are no different. It is important that they are trained to leave their problems at the door and greet your customers with a smile and a helpful manner.
* Never justify poor service. There will always be a customer that cannot be satisfied. Poor customer service will just add to their frustration. It is important that you have the right type of personnel for customer service. Most often, the customer will ask for a manager to complain about the service they have received. It is important that your customer service representative does not try to justify him or herself, only that he or she can assist the customer to the best of their ability.
* Never leave the customer hanging. Dealing with an angry customer is not an easy thing to do. Situations arise and you can see that it will take time to sort out. Even though there are other customers waiting for service, it is important that your customer service representative focuses on the customer in front of them or is on the telephone. Never ask a customer to wait or put them on hold while you assist others. This will aggravate them even more and most likely they will express their negative experience to anyone who will listen.
It takes a special kind of person to work in a customer service department. Constant monitoring of your personnel will allow you to weed out the people who are not suited for customer service.
Answering Service Customer Service Agents
Tips for Improving Customer Service
Customer Service Jobs: Improve Your Skills
Are your people providing STAR service?
Would you get A Tattoo of the General Motors’ Logo?
|
About the Author: Peter Geisheker RSS for Peter's articles - Visit Peter's website Click here to visit Peter's website   Write Marketing Plan Winning Sales Letter |
Related Forum Posts
Re: Starting a business while working a job
- [quote="Evan":2fjndeo6]Hi TheAnonymousMan - it's an online business so it's easy enough to start part time and move it full time. This is actually what I did with my website although I transitioned from one business to another instead of working for someone else.
The biggest challenge is the desire to be working on the company while he's working at his job. Of course you want to work on the exciting business building activities instead of helping someone else make money.[/quote:2fjndeo6]
Hi Evan, an online business is the best idea for sometime who also wants to hold down a full time job. I run a part time business while working full time but miss out on clients who want to see me during business hours and also miss out on potential customer satisfaction for finishing off projects within a week for example.
However in saying this, if I were to work fulltime and increase my prices I doubt I would have as much work and would most likely unsatisfy my clients, as I have clients who are mainly concerned about a low price than an efficient service.
Although an online business can make an owner invisible, I've dealt with eBay Shops that are definitely owned by people who run them part time or casually. Sometimes I won't receive a product for a month or more or even replies to my emails, which indicates poor customer service and someone who doesn't really have the time or motivation to be running an online shop.
As long as your friend realises the importance of exceptional customer service they should attract and retain the best customers.
Re: Beautiful business
- I agree. The customer service and satisfaction are so important when running a successful business. People know that there is usually somewhere else they can go it they are not treated respectfully and the businesses that don't figure this out from the get go, are the ones that aren't there for long. Being a part of a business that treats their customers fairly and respectfully, makes you feel better about going to work, too. You feel like you've given something back to your community when you work with them positively.
Company services
- Hi,
In addition of not providing a good service, we are loaded with the new technology telephone systems.
Here in the UK we have automated telephone answering. It takes quite a while to get to the desired sevice, then all over a sudden your cut off. One has to start all over again. Sometimes it can add hours ie waiting or redialing. In addition, we have numbers, which can add costs to the phone bill. One number in particuliar, the company gets some money back. If it is a charitable company, it can benefit them. More often than not, it is a legitimat company. Does that sound familiar?
How can we overcome these lengthy calls etc.?
Many times I deal by email and often benefit from a quick and satisfactory service. Often they call me, which I appreciate.
[quote="ChrisH":1b1ok76u]I am familiar with the reasons why they could have customer service issues. But, if there is another company who wants my business and will give me customer support, why waste my time with a company who doesn't offer support for me? Over the years, I've dealt with enough companies who didn't care they had lousy customer service. There have been times when I mentioned that I liked their prices and products etc - but other companies offered better service and that can be just as important. Far too many didn't care and had no desire to make any changes. I'd rather focus on doing business with the companies who support me as a customer and who show they appreciate my business.
Chris
[/quote:1b1ok76u]
Regards
Beat
Re: How do you create the WOW factor in business?
- I'm usually "wowed" by exceptional customer service at retailers by specific customer service employees. It's a sure way to win my repeat business and referral to family/friends.
Which major company does a good job with customer service?
- Like many entrepreneurs I have run into major customer service problems with some of the large companies - having to spend an hour on the phone, talking to 4 different people and repeating my problem again to each one.
As a result I try to work with smaller companies when I can because I know I will get better service.
Do you have any stories of a big company that has got it right and does a great job with their customer service?
Share this article with your friends. Fund someone's dream.
Leave a comment below or share on the left and you'll help support entrepreneurs in Africa through our partnership with Kiva. Over $50,000 raised and counting - Please keep sharing! Learn more.
by: 
4 Building Blocks of an Effective Talent Management System
Simon Fuller Quotes
Lesson #3: “Tell ‘em quick and tell ‘em often”
Searching for the Stars: How Yang and Filo Took Their Business to New Heights
Salesperson Wimp-Out: I Need Help 
Get advice & tips from famous business
owners, new articles by entrepreneur
experts, my latest website updates, &
special sneak peaks at what's to come!
Good News Travels Fast
Why We MUST Reinvent The Wheel
Environment and productivity at the office
Email us your ideas on how to make our
website more valuable! Thank you Sharon
from Toronto Salsa Lessons / Classes for
your suggestions to make the newsletter
look like the website and profile younger
entrepreneurs like Jennifer Lopez.