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  • Renee: CEO Coach & Management Specialist 8:34 pm on August 2, 2010 Permalink | Reply
    Tags: , anticipate, behaviors, , , , exceptional, habits, provide, , , superior   

    Your Small Business Should Provide Exceptional Customer Service 

    Providing exceptional customer service should be at the top of your list. Does your company provide great customer service? If not then maybe you should work on it. If you don’t provide great customer service then I’m sure that your competition does. If you value your customers then providing exceptional customer service is highly important. With so much competition around, you wouldn’t want them to steal your customers away.

    Increasing competition is forcing businesses (big & small) to pay more attention to satisfying their customers by providing exceptional customer service. You could start by developing a customer service manual & use it as a guide book on handling your customers. You can edit it as time goes by. Every business should have one. Provide open lines of communication. Be available for your customers in good or bad times. Let your customers know how they can contact you. Be very attentive to their needs, let them know that you are there for them.

    Don’t take forever to respond to your customers requests or inquiries. Answer their calls or emails in a timely manner & provide necessary feedback. Learn to anticipate your customers needs. Look for patterns & observe your customers. When you see that certain customer behaviors match a certain pattern make note of it & take action. How are your customers purchasing habits? Will your customers have the same needs in the future? What do they have to say about your products or services? What are they doing? Etc… Look for cause & effect to see how they react to certain products, services, specials, changes in your business etc….

    Keep track of their comments, questions, suggestions & make note of them in your customer service manual. If they make a suggestions on how to improve things in your business, take this into consideration. You can make note of it, think about it then decide if you’ll follow up on their suggestions. Watch how you interact with them & take steps to improve on your involvement with customers. Do what you need to do to improve your products or service.

    See if  making certain improvements are in the best interest of your company or customers. This could help you to determine if customer suggestions are viable options for your business to pursue. Solve any problems as soon as they arise in order to avoid later complications. When handling a challenging situation or phone call from a customer, remain poised, calm, and confident.

    This allows you to focus on a solution and show the customer that you have the situation under control & that you’re willing to provide a solution. Document, strategize & plan how you will deal with your customers. When you create a customer service manual it could greatly benefit you & your customer. When a situation arises you’ll know what to do & have a handbook to refer to on how your company will deal with customers. Your customer service manual should be: immediate, clear, succinct, and complete. If you have co-workers, keep in mind that other people have to be able to quickly and easily understand your notes. Everyone should follow the same customer service procedures. Take time to improve on your customer service today!

    • Deeo 8:30 am on August 5, 2010 Permalink | Reply

      Is there a forum somewhere related to this, or would you be able to answer a few questions

    • WSJ 8:15 pm on August 12, 2010 Permalink | Reply

      It’s amazing how often big companies get customer service so very wrong. The arrogance of being big, I guess. It’s a mistake I’ll never make.

    • Kowaken 6:01 pm on July 21, 2011 Permalink | Reply

      Great post. I agree that Providing exceptional customer service should be at the top of your list inorder to grow your business.

    • Koushal 12:18 pm on October 28, 2011 Permalink | Reply

      Thanks for sharing such a nice topic on “Your Small Business Should Provide Exceptional Customer Service” , really helpful for me.

  • Renee: CEO Coach & Management Specialist 5:59 pm on August 25, 2009 Permalink | Reply
    Tags: benefits, communications, , for, , important, , superior   

    Superior Customer Service Is Important For Your Business 

    Developing and maintaining effective customer service is highly important for your business. Many companies seem to lack in that area. Is your company lacking in that area? Many companies or organizations have a Virtual Assistant Services OF Clerical Business Solutionsdesire to generate a more customer oriented culture or business vision.

    Your customer service is a big part of your business communications. There’s a little more to superior customer service than being nice. It’s all about effective communication skills, which include:

    • CRM (customer relationship management)
    • providing top quality services/ products that they need/ want or developing ways to achieve them
    • respecting your customers & being there for them in their time of need

    Satisfying your customers should be a main goal of your business & customer service, not money. The money will follow. Don’t sacrifice your integrity for the sake of greed.

    Just simply having a certain tactic, technology or mission statement isn’t the key to effective customer service. But it’s helpful to periodically evaluate how your organization receives and manages it’s CRM (customer relationship management), how you make phone contact and how you identify opportunities to improve the quality and accuracy of your communications. Effective communication skills lead to superior customer service & a better business.

    Effective customer service delivery should be company specific. Services should be designed around the targeted customers’ desires and the front-line employees or partners delivering the services. Different customers have different needs and your strategies should vary and be tailored to the targeted customer.

    Develop processes and strategies that focus on your customer, not you and your business. Focus more on what you can do for them, what bothers them, ask about them, provide ideas for them and communicate in terms of them. Don’t try to engage your customers by talking about your company, your products or your reputation. Sometimes you can slip those items into the conversation BUT you have to know how and when.

    You should motivate your team or partners to improve on your company’s CRM & customer service in general. Providing outstanding customer service is one of the most rewarding yet challenging activities within the organization.  Successful companies or organizations that implement effective customer service strategies will reap many benefits.

    Some of the benefits include:

    • increased customer satisfaction
    • increased revenues/ profits
    • reduced costs associated with long term informed customers
    • increased repeat customers and referral customer traffic
    • less employee turnover/ more retention
    • improved information exchange and streamlined service delivery

    A sound strategy for superior customer service should be an outside-in strategy instead of an inside-out strategy.

    To implement effective customer service strategies and reap the benefits of superior customer service, you will need to implement the PROCESS of developing effective customer service. Creating an extraordinary customer service environment helps you to retain and build your customer base which increases the long-term viability of your company.

    Superior customer service is about forming relationships, personal contact between the buyer & the seller. The kind that customers want to preserve & it’s key in achieving company goals. Customers seek a positive experience when they make a purchase.

    Surround yourself with a like-minded and highly goal motivated customer service team. When you have effective team collaboration you can go far.

    Producing an effective customer service delivery entails appropriately identifying and targeting the ideal customer, establishing a customer-focus vision that is consistent with the prioritized desires of the target customers, establishing the operational procedures and internal infrastructure that support customer service, continuously measuring customer and employee satisfaction, embracing change and striving continuously to improve.

    Few companies have become innovative-enough to achieve a truly customer-centric business system. Such a system starts with the customer, reworks all processes back from the customer, and aims them towards achieving excellence in the customer’s eyes.

    The object of such a customer-centric system is to deeply understand the customers. Marketing won’t make up for failures on these key strategic elements. Not only must the technology support the service, and the product support the promise, but quality must support the value proposition, and HR policies must support the customer focus. Your business may be doing just fine now but don’t get comfortable with the status quo, cause there is always something that you can do better.

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