Quite simply, no-one likes to receive complaints – but what you need to remember that it is feedback after all. That being said, complaints can be a good thing because they point out areas of the organisation that need improvement.
Achieve Good Customer Service
One of the main things to consider when it comes to customer service is that it is such a powerful tool in the business world. However, it is one of those things that is constantly changing; and this is where the tricky bit comes in! To stay on top, or even ahead of your competitors, then a number of processes need to take place within your organisation. For example, employees will need to be updated and refreshed on a regular basis – it is vital to the employees have been trained and are made aware of any changes. As well as this, it is important to analyse the marketplace to see what your competitors are offering in terms of customer service. Can you do something different and standout? Could customer service be your USP? Have these in the back of your mind whilst analysing the marketplace and its trends. Of course, yet often forgotten, simply listen to your customers – put yourself in the customer’s shoes as well. How would you like to be treated?
For this article, I have been reading up on customer service and have compiled some advice that focuses on two major areas; some of my tips that you should keep in mind when moving forward. They could really help your organisation stride forward in an incredibly competitive market. So, let’s take a look!
Achieve Good Customer Service – Let Staff Know Your Organisational Values
First of all, you as an organisation need to look at your core values. It is important that you identify them, and ensure that they are clear for all those linked with the company; from management to the employees, to the stakeholders. Letting your employees know exactly what these values are staff will work together more effectively, as they will know these values. With this, better delivery should be achieved in all areas of the business, customer service being one of them.
Achieve Good Customer Service – Complaints Could Equal Opportunities
Quite simply, no-one likes to receive complaints – but what you need to remember that it is feedback after all. That being said, complaints can be a good thing because they point out areas of the organisation that need improvement. There are a number of businesses out there that actually that try and cap the number of complaints they receive, this is not good practice as it may give employees the impression that is okay to ignore complaints after the capped number.
Instead, an organisation should try and (if possible) deal with every complaint. Frontline staff should be trained in how to handle customer complaints when they arise, taking on-board what has been said and reporting it to management. It might just be that an angry customer highlights an opportunity for you. For example – they might complain that they aren’t able to access your website on the move, so there is an opportunity to create an App designed for all smartphones. This is just one option; there could be some that you have faced as recently as today.
Following on from this, get online and use your website to your advantage. Existing and new customers will appreciate you being open and transparent with them. Let them know what your core values are, and how you are working to achieve them. Why not give users of the site a chance to offer their view on whether or not you are achieving what you set out to? Again, this is more feedback to work with. One final thing on your website – give existing and potential customers the chance to contact you; make your “Contact Us” page clear for all to see. Have it build into the site template so it appears on every page. There are a large number of sites out there that don’t make it clear – if users have to search the website for it, then it is bad customer service and they will most likely go elsewhere. Just like that, you’re missing out of business.
Article Title: Achieve Good Customer Service
Article by: Edward Harrington, Marketing Manager at Recruiter Asia.
Published: 18 September 2013
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