The Top Ten Attributes of

Great Customer ServiceCustomer service is a hugely important part of every business, whether a local firm selling fresh

fruit or a multi-national corporation making gadgets. All firms should strive to offer excellent levels

of customer service at all times, and this ethos should run right through the company, from how it

is marketed to the way staff deal with complaints.

And whatever your business and whoever your customers there are always ways to improve the

service you provide.

Listen

Always listen to what your customers

have to say. That may come through a

complaint or enquiry or simply

through a customer comment and

feedback process. Without listening

you won’t be able to find out where

you are falling down and take steps to

improve things.

Be accountable

Whatever the situation, always show

that you recognise your company’s

weaknesses. Apologise as necessary

and do not shirk away from admitting

you are at fault if that is the case. This

demonstrates respect for the

customer, and in turn they will respect

you for being honest.

Make realistic promises

Do not promise things that you will be

unable to deliver. This is especially

important when dealing with

complaints. If you cannot find

something out or resolve a problem

straightaway, only promise that you

will do all you can to get things

sorted.

Right staff, regular training

Customer service should be bred into

all your employees, whether they are

in customer-facing roles or not.

Regular training sessions will ensure

they know how to deal with any

situation.

Communicate

Customer service is a two-way

process; you have to know what

customers expect in order to give it to

them. Open direct communication

channels using things such as social

media and comment and feedback

forms. Demonstrate that you listen

and they will be willing to help you

figure out where things are going

wrong.

Know who is boss

At the end of the day you would go

out of business if you had no

customers, so treat them with the

importance they deserve. Treat them

as individuals and ensure each one

feels appreciated.

Go above and beyond

That old chestnut about customers

telling 10 friends about bad service

but only one about good service? It’s

not quite the case these days.

Customers are more and more likely

to engage with the businesses they

deal with to say thank you, so

surpassing expectations can really pay

off.

Be available

Whatever communication channels you offer; a

customer services number, email, face-to-face or post,

make sure that messages are seen and responded to

accordingly. Set out your policy for answering queries on

your website so that customers know when to expect a

reply to their email. Take a leaf out of the Sky customer

services department book and have support available

online too.

Take action

Whatever a customer says

or asks for, demonstrate

that you are taking action

on it. If people say your

queues are too long;

introduce a better system

of getting more staff to the

tills quickly. If they say the

music in your store is too

loud; turn it down!

Smile

Body language can do a lot

to diffuse difficult

situations, so stay relaxed

and talk calmly. Always

smile and say hello to cus-

tomer, whether they are in

your store or calling on the

telephone. This initial

impression goes a long way.

Remember: Without customers you have no

business! Treat them well and they will be loyal

and help you gain new customers through

recommendations.

These tips brought to you

courtesy of

http://skyphonenumber.com.