Have you ever looked at an object under a microscope? It is amazing how different something looks when you look at it very closely. It’s similar in business. From time to time, we need to take a close look at how we handle customer service problems. Is it part of your routine to simply shrug off certain issues? What are some common problems that may need fixing?
Inexperienced Staff
It doesn’t matter if you are the owner/operator of a small business, or you are in command of hundreds of employees, there must be training in customer service. Untrained staff (yourself included) may be saying things to customers that may be inaccurate, misleading, and sometimes downright rude! And the powers that be may be completely blind to it. And just because a new hire’s customer service resume says he excel’s in the art of customer service, doesn’t mean he is exempt from training. If it seems that training has taken a back seat, what can be done to fix the situation? Make customer service training a regular part of your weekly staff meetings. You will soon see a noticeable difference in how your people treat your customers.
Being Inaccessible
Back in the day, if customers had issues with a product or service, they could stroll into the storefront and speak face to face with the owner of the business. This is often not the case today. More and more businesses are leaning toward maintaining a comfortable distance from their customers. Yet, customers still need reassurance that doing business with you is the best thing possible. How can this be addressed? Whether your business is online or in person, look for ways to keep the “human” factor in your business. Make it easy for your customers to share their concerns, their fears, and their delights with a real person.
Broken Promises
It’s so easy to make a promise. But to keep that promise is an entirely different story. When deadlines are not met, appointments are not kept, and deliveries are late, we become the source of our customer’s aggravation! So, be sure that when you make a promise to your customer that it is realistic. Keeping your promise is one of the most important of all customer service skills. And if, for reasons beyond your control, a promise goes unfulfilled, by all means apologize. Also, if there are any extra efforts or compensation that can be made to rectify the problem, do it.
After taking a closer look at your business, are things starting to come into focus? Perhaps you see some of the problems listed above in your business. Whether it is a lack of training, inaccessibility, broken promises, or otherwise, identify and rectify. Your customers will love you for it!
Welcome to my business and marketing blog. I write about ideas and products and other things to help keep your business healthy. As an entrepreneur it can be hard to find the info you need to succeed. I hope this blog helps you with that.