Index Business Customer Service Customer Service Policy Geared For Excellence Written by Alicia Smith    One unhappy customer will tell the world about inferior service while a happy customer rarely tells a soul. Your challenge as a business owner is to create a buzz so positive about your products and services that your clients and customers will become your raving fans and will tell the world about you! Your lesson for today is to put pen to paper and write a rock solid customer service policy for your business. This policy should state explicitly how you will treat your customers at each and every turn. By answering the following questions, you will have covered the basics of your customer service program. Are you ready? 1. Who is your customer, and what are you doing to get to know him or her on a personal level? Examples: Customer profile cards One employee assigned to following the wins and wows of your customers A bulletin board celebrating the events in the lives of your customers 2. What is your return policy, and how are customers treated when they return an item? Use the same courtesy you used when a customer purchased an item. 3. What is your policy for returning phone calls and eMails? Customers generally want a response within 24 hours, and this policy should be stated and posted. 4. How does everyone in your company answer the telephone? People want a cheerful voice on your end of the telephone. They also do not want a busy signal when they call. 5. What is your policy for dealing with customers during a wait? People love special treatment. Use this time to roll out the red carpet by offering a cup of coffee, a soda, or a glass of sparkling water. 6. What is your policy for training staff on how to serve your customers? Spend one hour, two times per month, educating your staff on how to treat your customers. This treatment could make or break your relationship with your customers. 7. What is your policy for dealing with vendors and their products? Your vendors are a part of your company, and the quality and care, which you request from them for your customers, should be exceptional. Remember...if your vendors are not providing you with outstanding customer service, your clients/customers will suffer. 8. If you offer a guarantee or warranty, are you honoring this? If your customer knows that your product or service is guaranteed but there are too many loopholes that make this null and void, you will lose trust with your buyers. 9. Who is your benchmark? Benchmarking is the continuous process of measuring products, services, and business practices of your company against the toughest and best competition in your industry. Your benchmark can be anyone and does not have to be restricted to your local region. What is the best company in your field doing that you are not doing or that you can do better? 10. What is your policy for dealing with customer complaints? People do not want excuses from you regarding poor service. They want help, and they want words that are empathetic such as "I can tell you are disappointed. I am so very sorry. Let me see if I can help you out of this jam." If a customer thinks there is a problem, there is a problem. A customer is always right even when he or she is wrong. 11. What is your shipping policy (if you ship products). People want quick delivery, and they want their product delivered in impeccable condition. Work this out on paper and be prepared to tell a customer with confidence that he or she will receive the product quickly and in great shape! 12. How do you keep a client updated when an item is on backorder? Keep the lines of communication open by sending frequent updates on the status of a customer's wait. 13. What are your hours of operation? This seems simple, but it is very important. People want to know when you are open and when you are closed. Post these on your website and add them to your voice mail greeting. 14. What are the 20 ways that you add value to your customers? Do you offer private sales? Do you offer discounts to current customers? Do you invite your customers in to sample new products and services before the general public gets a peek? Do your best to come up with at least 20 ways that you add value to your services, and deliver those with a wonderful attitude? Do you offer a kid's corner, Valet parking, a Concierge service, or something that makes your customers go WOW? Think creatively on this question, and come up with at least 20 ways you add value to the life of your buyers. This could be something as simple as special soap in the restrooms or the most current selection of magazines in your waiting area. 15. How often do you use customer satisfaction surveys to improve your business? Surveys are a great way to find out what is on the minds of your customers. On Day 76, we will be asking you to develop a customer survey, so begin thinking about what it is that you want to know that will improve the effectiveness of your company. © Copyright 2004 by Alicia Smith Alicia Smith is a Coach and Trainer whose specialty is helping coaches to Make Money Now. This article is derived from just one of the 90 lessons contained in her e-course, 90-Day Marketing Marathon. To learn more about that course and her other products and services, please visit the following sites. (You also can email her at This email address is being protected from spam bots, you need Javascript enabled to view it ) www.90DayMarketingMarathon.com www.discninja.com www.InternetAssessments.com   [ Back ] Index Business Customer Service Results 1 - 10 of 127 Customer Service – the Real Estate Revolution Author : Glenn Murray Traditionally, real estate has been viewed as a sales industry. But perceptions are changing. Agents around the country are coming to believe that the key to real estate success is service – not sales. Competition and technology now give customers almost unlimited choices, so agents are having to work harder and spend more to win listings. They’re discovering that business success comes from repeat business and word-of-mouth. And customer s... | Read more... Engage Your Customer – Write About Benefits Author : Glenn Murray Think quick. In 10 seconds, can you list the 5 key benefits you offer your customers? I bet you said “Yes”. But are you sure you listed benefits? If you’ll bear with me for another 10 seconds, I’d like to test out a theory on you. Recap your answers – maybe even write them down. Now list the 5 main things your business does. In other words, what are your 5 core services? What are the 5 core features of your product? If your first list l... | Read more... Retail Store U-Scan Machines: Self-Serve or Voluntary Part Time Job? Author : Sean North Do many of us realize that we are working an unpaid part time job for the grocery stores and some home appliance stores? We are ringing up our own goods, are not getting any price discount for doing so and are saving these retailers money. Each self-serve lane contains two to three self-serve scanners. Retailers have an average of two to four self-serve lanes. Retailers are saving each store an average of four to eight cashiers’ salaries per s... | Read more... Put Your Angry Customer at Ease Author : Jay Having to deal with angry and upset customers is by far one of the worst responsibilities we must face on a day to day basis in the world of sales and business. However, this responsibility, like so many others we must face on a daily basis, just comes with the territory. Customers become angry for all sorts of reasons. Some are legitimate reasons. Some are not. In any event it is our job to defuse the situation. Here are a few tips on how... | Read more... Ten Ways to Build Client Trust Author : Alvah Parker Clients work with professionals whom they trust. Building trust is an ongoing process. Here are 10 ways to build trust with both old and new clients. 1. Keep your agreements with your clients – If you promise delivery on a particular day, make sure to deliver when it was promised. Even something as small as the time you have scheduled an appointment is an agreement. Each time you break an agreement with a client, you break the trus... | Read more... Over Delivering Provides Big Results Author : Alicia Smith Over promising is a problem only when you under deliver. There are a number of ways that you can overdeliver to your customers or prospects, and as a result create a win-win situation for you both. They will be provided with some additional value, while you will be upgrading your learning around a particular issue, adding another product or service to your business, or even increasing the mastery level of your craft. For example, let's say y... | Read more... Reducing Customer Resistance to Your Product or Service Author : Alicia Smith Resistance has to do with putting up blocks that prevent us from doing, being, or accomplishing what we want for our business. There are many reasons for feeling resistance including fear of new things or change, fear of failure or success or even fear of not being perfect. When we resist things, sometimes we miss out on opportunities - opportunities to work with new people, attract new customers, or even pursue a new product or service ide... | Read more... Customer Service Policy Geared For Excellence Author : Alicia Smith One unhappy customer will tell the world about inferior service while a happy customer rarely tells a soul. Your challenge as a business owner is to create a buzz so positive about your products and services that your clients and customers will become your raving fans and will tell the world about you! Your lesson for today is to put pen to paper and write a rock solid customer service policy for your business. This policy should state explic... | Read more... The 5 W's of World Class Customer Service Training Author : Rosanne D'Ausilio,Ph.D The preamble to the United States Constitution begins, ‘we, the people.’ I feel strongly that we, the people, are what make the difference in life, both personally and professionally. The interaction anyone has at any level with your employees, including you, gives a customer-- whether current, potential, internal or external--an opportunity to make a judgment about you, your company, all companies like yours. I’m not just talking about ca... | Read more... Customer Service Skills Training and ROI Author : Rosanne D'Ausilio,Ph.D Statistics consistently reinforce that the biggest challenge in today’s contact center environment is agent training. Turnover continues to be high; new hire costs are on the rise—I’ve seen anywhere from $6500 to $10,000 quoted per agent! At the same time, losing customers because of bad call experiences negatively impacts your bottom line. What can you do? How do you justify the training expenditure? Research has been making a case for how... | Read more... << Start < Prev 1 2 3 4 5 6 7 8 9 10 Next > End >>     [ Back ] Top AlphaContent 2.5.4 © 50 - visualclinic.fr

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