Good customer service is key to business growth and development. Happy customers can mean repeat business and growth through word of mouth advertising. Some points to implement in your business to develop a strong customer service focus should include:
Every business needs to be able to communicate its mission or purpose clearly. Communicating this to employees and engaging them in a conversation are essential to building a successful service culture.
Employees should know exactly what their roles are. A hierarchy chart can help understand line management when support is needed. In addition clarity is informing the organisation as a whole when difficulties arise such as a product recall or technical issue. Sharing such information at an appropriate level keeps everyone informed and empowers employees to offer their input on how best to resolve such problems.
Educating employees gives them the tools for customer service success. Establishing protocols ahead of time for complex situations can empower team members to perform at their best and satisfy customers. Education should be ongoing and may take the form of seminars, training sessions, informational newsletters, and professional development opportunities. The better-informed employees are the more confident they will be when delivering service.
Being a responsible brand means keeping employees accountable for their work on an individual basis. All employees should have clearly defined roles with mentoring and management support to help them do their best. Employees should be given the power to correct their own mistakes and larger service issues. Taking immediate responsibility and rectifying the error are essential. Employees should be rewarded for performance when their behaviour sets a great example for a strong service culture.
Team members should allow customers the time to explain their situations and offer the respect and support they deserve. Using a friendly yet professional tone is essential, and relating to a customer’s frustrations can rebuild confidence in your organisation. Empathy can also mean sending compelling brand messages such as supporting charitable or environmental causes. The more powerful the voice of your brand, the more your customers will listen.