Excellence in customer service is not a destination, it's a journey, a rite of passage during which the scenery changes. Every organisation needs to use best practice to set minimum standards for delivering on excellence in customer service. Beyond developing or adopting best practice, businesses need to remind employees that Everyone's a customer.
1. Establish a culture for customer care and service. In your business, let your business operations be driven by a desire to solve customers’ problems and deliver excellence in customer care.
2. Consider the views of customers, place yourself in their shoes and think how the quality of service you provide customers will make them feel great about your service and warmed by the experience.
3. If using recorded voices to answer calls at your business, do not subject customers and other callers to irritating phrases. These include: ‘no problem', ‘your call is important to us’. Omit them from your customer service vocabulary!
4. Consider customers’ feedback in a positive light, not as minor irritants at best or, at worst, necessary evils of doing business. Be a clever organisation, use customers’ complaints and enquiries as opportunities to improve customer service.
5. When you communicate with customers, pay great attend not just to what you say but how you say it. Remember how you say what you say affects the customer/ client relationship with your organisation. This can be either positive or negative.
6. Recognise and remember -People remain the centre of customer service.
7. Review customer service practices in your organisation. Test them frequently for the six Cs of excellence in customer service -Commitment, Credibility, Capability, Continuity, Consistency and Creativity.
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