No matter in what industry you work, customer service is universally recognized as one of the most important factors in retaining clients. You can find advice on the topic all over the web, in newspapers and publications (including Courier Magazine). Recently, however, Courier Magazine’s editors found a writer who summed up the key points so succinctly that it seemed we would be doing readers a disservice if we didn’t share her tips.
Liz Tahir, the writer, is an international marketing consultant, speaker and seminar leader based in New Orleans. She focuses on helping companies be more effective and profitable. You can check out more of her tips at her website: http://www.liztahir.com. In the meantime, review a summary of her top-10 tips (and read the complete article here.
1. Remember there is no way that the quality of customer service can exceed the quality of the people who provide it.
2. Realize that your people will treat your customer the way they are treated. Employees take their cue from management.
3. Do you know who your customers are? If a regular customer came in to your facility, would you recognize him or her?
4. Do your customers know who you are? If they see you, would they recognize you? Could they call you by name? A visible management is an asset.
5. For good customer service, go the extra mile. Include a thank-you note in a customer's package; send a birthday card; clip the article when you see their name or photo in print; write a congratulatory note when they get a promotion.
6. If you have a retail front, are your customers greeted when they walk in the door or at least within 30-40 seconds upon entering? Is it possible they could come in, look around, and go out without ever having their presence acknowledged?
7. Give customers the benefit of the doubt. Proving to him why he’s wrong and you’re right isn’t worth losing a customer over. You will never win an argument with a customer, and you should never, ever put a customer in that position.
8. If a customer makes a request for something special, do everything you can to say yes. The fact that a customer cared enough to ask is all you need to know in trying to accommodate her.
9. Are your customer service associates properly trained in how to handle a customer complaint or an irate person? Give them guidelines for what to say and do in every conceivable case.
10. Want to know what your customers think of your company? Ask them! Compose a "How're We Doing?" card and leave it with them at each delivery.
Liz Tahir, the writer, is an international marketing consultant, speaker and seminar leader based in New Orleans. She focuses on helping companies be more effective and profitable. You can check out more of her tips at her website: http://www.liztahir.com. In the meantime, review a summary of her top-10 tips (and read the complete article here.
1. Remember there is no way that the quality of customer service can exceed the quality of the people who provide it.
2. Realize that your people will treat your customer the way they are treated. Employees take their cue from management.
3. Do you know who your customers are? If a regular customer came in to your facility, would you recognize him or her?
4. Do your customers know who you are? If they see you, would they recognize you? Could they call you by name? A visible management is an asset.
5. For good customer service, go the extra mile. Include a thank-you note in a customer's package; send a birthday card; clip the article when you see their name or photo in print; write a congratulatory note when they get a promotion.
6. If you have a retail front, are your customers greeted when they walk in the door or at least within 30-40 seconds upon entering? Is it possible they could come in, look around, and go out without ever having their presence acknowledged?
7. Give customers the benefit of the doubt. Proving to him why he’s wrong and you’re right isn’t worth losing a customer over. You will never win an argument with a customer, and you should never, ever put a customer in that position.
8. If a customer makes a request for something special, do everything you can to say yes. The fact that a customer cared enough to ask is all you need to know in trying to accommodate her.
9. Are your customer service associates properly trained in how to handle a customer complaint or an irate person? Give them guidelines for what to say and do in every conceivable case.
10. Want to know what your customers think of your company? Ask them! Compose a "How're We Doing?" card and leave it with them at each delivery.
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