Shhh... I Have a Secret Love for Customer Service

Customer service is a pretty hot topic and can make or break your business. Consumers have little patience for lousy customer service and easily get tired of waiting in long lines, trying to get a live person on the line, going through an interrogation to return something or trying to communicate through a language barrier.

If you provide them with a simple, efficient, pleasant experience they will revisit your business over and over. More importantly, they will tell everyone they know!  Customer advocacy or word or mouth is still the number one way to grow a business.

There are three secrets to good customer service, the first one we’re going to conquer is knowing exactly what YOU want for your business reputation.

You are the captain of the ship and the visionary for the future of your business, so you need to have a clearly defined plan for your business and that includes customer service. There are three main goals you need to consider:

1. It needs to be easy for your customers to do business with you. You can do this with advertised discounts, kiosks, your website and other technology based programs to help them shop.
2. Doing business with you needs to be a warm and pleasant experience. Your staff has to be knowledgeable, approachable, warm and patient. Your customers need to feel like they are getting a good value for their time and money. Perceived value goes beyond the price of the products and extends to their shopping and buying experience.
3. Change your mind set and ask yourself “How can I NOT afford to do these things?” This shouldn’t be a question of expenses, but making and keep happy customers.  Getting new customers is far more expensive than keeping happy customers who return over and over to increase customer lifetime value.

With these thoughts in mind you also need to take a few things into consideration when deciding on the actual programs and standards you’ll put into place.  What are your standards and how do they align with your company values?  How do you communicate this standard and make sure it is followed by new and old staff alike?

• Share your customer service vision with the rest all of your staff-Regularly.
• Connect your incentive programs and bonuses directly to customer service and net promoter scores.
• Monitor the level of customer service your staff is putting out.
• Continuously focus on your goals.

Now, that you know what you want you can starting thinking about how to meet those wants and create a positive customer service experience.

If you’re having a hard time deciding on what you want, the tools, resources and coaches in our FREE test drive can help you define the wants and needs of your company in relation to customer service.

Use our FREE test drive to get the business coaching you need to avoid feeling overwhelmed and defeated and running your business like a CHUMP.  Let us flip the switch so you can BE A CHAMP!

Click the image to take our guided tour!

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Need more sales?  Get your FREE copy of our book Sell Like a Champ here:

https://www.selllikeachamp.com/offers/MwTZdPB7/checkout 

Be A Champ!

Evan Sanchez