1. Always try to exceed customer expectations
You must have a strong understanding of customer needs as these
dictate expectations. Conducting a customer service focus group and
talking with your customers often will provide you with a true
understanding of these needs.
1. Always try to exceed customer expectations
You must have a strong understanding of customer needs as these dictate expectations. Conducting a customer service focus group and talking with your customers often will provide you with a true understanding of these needs.
2. Track changes in customer expectations often and over time
Any successful company must learn to identify and adjust quickly to changing trends, many of which will be reflected in customer expectations.
3. Make a strong first impression
The first contact with a customer often sets the tone for their lasting impression of the company.
4. Be accessible, approachable and responsive
If your customer finds it difficult to get in touch with your company – the prospect of developing a strong, long-term relationship built on customer service satisfaction is greatly diminished. Make a habit of regularly reaching out to your customers to enhance customer service satisfaction and build lasting relationships.
5. Determine how well your company delivers
Initial customer satisfaction research will provide a baseline against which to measure future improvement initiatives.
6. Solicit input from your service personnel and front-line staff
Most public-contact employees are self-motivated to achieve customer service satisfaction. They are the best source for identifying roadblocks to superior service delivery. Spotlighting and addressing these issues not only improves customer service satisfaction but employee attitudes as well.
7. Improve employee satisfaction
Regularly conduct an employee attitude survey to measure and improve employee satisfaction. This will, in turn, have an impact on customer service satisfaction. More satisfied employees will provide better service to your customers.
The Importance of Communication
Most people feel they are good communicators, but truly effective communication takes work. Below are some guidelines that can help in becoming a better communicator.
1. Always concentrate on what the customer is saying.
2. Look customer in the eye.
3. Listen carefully to everything the customer is saying.
4. Don’t interrupt – let him/her finish the entire thought.
5. Don’t judge the customer by appearance – instead focus on what the customer is saying.
6. Show sincere interest in what is being said.
Spending more time communicating rather than just “selling” will enable you to find out exactly what your customers want and help you serve them better.
A retailer doesn’t have to be that interesting to create a great customer experience; they just need to be interested in the customer.
