Running a successful business is about more than just making a lot of money. It’s about crafting a business plan that includes a customer service policy that will keep customers coming back time after time.
A good customer service department isn’t one that is run on the fly; staff must be trained to deal with all manner of situations, from a missing package to an accidental overcharge. Have scripts at hand that they can easily pull up when faced with a new scenario and practice various scenarios with them until they are adept at being helpful and able to keep their cool in a consistent manner no matter how much the interaction escalates.
A business must learn about its customers for it to serve them effectively. To do this, it must be willing to hear all sorts of feedback, good or bad, and build on the positive while learning from the negatives. Follow up with customers and send them surveys to learn about their experience with the customer service department. Some will not respond, but odds are those that had exceptionally good or bad experiences will, which will provide all sorts of useful information.
Silence Isn’t Golden
Don’t assume that a quiet customer service department means that there are no problems. If customers are not contacting a company for help, it’s probably not because the product or service is perfect; it’s more likely that there’s an issue with the system. Do customers find it difficult to find contact information? Are the employees they attempt to speak with rude or aloof so that they don’t bother trying further? Regularly reach out to customers as a matter, of course, to ensure that things are running smoothly.
Customer service is all about providing a positive experience to the end-user, regardless of the magnitude of the problem. Equip staff to feel confident and empowered when dealing with customers and reap the rewards.
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