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Friends,
This week I wanted to put my focus on the person who pays all our wages, the customer. Irrational, emotional, angry and inconsistent...right on! So what get over it, they are our wage, without them our future dining experience is a value meal at McDonalds. Look after them and they will look after you.
Until next time live with passion, excitement and expectation. It will change your life
Tony Gattari |
THE CUSTOMER IS ALWAYS RIGHT!
When you only have a few customers, it is pretty easy to keep track of who is getting what, when they are getting it, how they are getting it and maintaining the relationship. But, when you have several employees, an ever expanding customer base and no system, things can get out of hand.
To help, we are giving you several techniques which will get your customer service policy rolling and keep track of those customers who aren't happy.
Customer service policy
Put it in writing! This could be a statement or a detailed description which lays the basis for how your salespeople or employees are going to resolve the issue. For example, you may have a statement that advises employees they have the right to give unsatisfied customers a 20% discount on their purchased product/service.
Support systems
There should be established support systems that provide employees with clear instructions about the level of service required. This setup will allow your employees to acknowledge possible problems and initiate superior customer service at all times.
Measure customer service
Acknowledge and reward those employees who practice good customer service and maintain a high standard. Ensure you set a precedent for customer service and your employees will happily follow, as they will see the benefits financially and in the long term.
Be committed
Be committed to providing good customer service. Make this a reason why your customers would recommend you to others and return to purchase more. As a competitor to others in your industry, customer service is where you can beat them every time.
Happy phrases to make your customer smile...
These are simple and can be used to diffuse anger in a customer, resolve an issue or just be helpful and assertive.
"How can I help you?"
"I can solve that problem for you."
"It will be exactly what you ordered."
"I will take responsibility."
"I will keep you updated on that if you like."
"I appreciate your business."
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