Have you ever been in a shop and the staff were rude to you, or maybe even pushy? How about at a restaurant, where the staff were slow and disinterested? These are two very common examples of poor customer service. So what is quality customer service, and why is it so important? Let’s break it down.
What is Quality Customer Service?
It is surprising to us just how many businesses forget about the importance of customer service. With so much competition out there, you would think this would be a top priority for any manager.
But, we’ve all experienced poor customer service; maybe we’ve even provided it ourselves. So let’s take a refresher course on what quality customer service is.
THE CUSTOMER COMES FIRST
Maybe you’ve walked into a store only to find the sales assistant, head down, playing on their phone. We experience this more and more every day.
Some sales staff have stopped realizing that they are there to work. While this is motivated by individual laziness or disinterest, it falls to the manager to train their staff to be better.
AFTER SALES SERVICE
It surprises us so much how often businesses treat “the sale” as the end of the relationship. Isn’t it the purpose of every company to get repeat business?
Providing excellent after sales service is how you retain customers, so they buy from you again. This can be as simple as a phone call a few days after the purchase to confirm they are happy, to a complete 12-month support program.
Why Is It So Important?
There is so much competition for business that securing and keeping customers must be every CEO’s first thought. So why do so many companies fail in this regard?
It’s because they forget the reason why they need to focus heavily on customer service. Here are two reasons why:
YOU WILL LOSE YOUR CUSTOMERS
Every other company wants your customers. If you don’t take care of your consumers, the opportunists will steal them from you without hesitation.
Take care of your customers, before and after the sale, and your competitors won’t stand a chance.
NEGATIVE REVIEWS WILL DESTROY YOU
In the age of social media, news spreads like wildfire. One slip-up from one of your staff members and your company is blasted online.
And remember; once it’s online, it’s there forever. Sadly, people are more inclined to write something negative about you than something positive. Don’t lose customers, or worse, your reputation, just because of one bad customer experience.
How Your Business Can Improve Its Customer Service
It’s so easy for your staff to become complacent and forgetful. But it’s just as easy to get them focused again.
TRAIN YOUR STAFF
If your staff aren’t providing the best customer service that they can, then they need re-training. There are hundreds of quality professionals out there who can help. This is an investment in your business that will pay off in the long run.
CONSULT A BUSINESS COACH
Every successful business owner knows that quality customer service is essential. If you want to be one of them, consult a business coach.
A business coach like Titanium Success, is an expert in your field. Their job is to look at everything you and your employees do and provide invaluable advice to help your business reach its goal.
OFFER INCENTIVES
Why do some countries have reputations for excellent customer service, and others have bad ones? We can narrow this down to one little word – tipping!
It’s that simple, tipping. In the USA, most sales staff are paid a meager wage, and this is supplemented by tips. How do they ensure they get solid tips? By providing excellent service. The better the service, the bigger the tip.
In countries like Australia, for example, where tipping is not common, the sales staff are paid quite high salaries and no commission. Because of this, they don’t feel that they need to provide superior service as there is no financial benefit to them.
There are often many complaints from departing tourists about the poor service they receive in Australia. When asked “have you received exceptional service” the answer is typically “never” or “rarely”.
The Customer is Key
Quality customer service is the most crucial part of your business. Without it, you are doomed to failure. Don’t lose your customers to your competitors just because your staff are lazy or untrained. Give your customers the best service you possibly can. Make them customers for life!
