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. 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 excellent customer service.
2. Consider the views of customers, place yourself in their shoes and think how the quality of service you provide make customers feel about your service. Is it great? Are they 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 vocabulary when speaking with customers!
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 quality of 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 practices used by your organisation to ensure customers are provided with quality service. Test them frequently for the six Cs of excellence in customer service -Commitment, Credibility, Capability, Continuity, Consistency and Creativity.
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REPRINT RIGHTS: This article may be reprinted once copyright is acknowledged as vested in Veronica Broomes and year of publication given as 2009.
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