Raise the Bar on Customer Service

Posted by: Today's Tip Contributor on May 4, 2011

Every day people everywhere interact with customer service representatives across industries, from the local grocery store cashier to the Fortune 500 airline flight attendant. When spending time and money, these customers should expect nothing less than great customer service with every interaction. How do you deliver world-class customer service to your customers? Here are a few suggestions that will help your business deliver:

1. Set an example. If you expect your employees to be great with customers, you should reinforce that message every day with both employees and customers. Bend over backward to make both groups happy and you’ll see positive results.

2. Be honest. While every business would like to succeed with every exchange, customers know that not every interaction will go smoothly and are willing to be reasonable if you are willing to be open to their concerns. When something happens that leaves your customer unhappy, just be honest, acknowledge the issue, and do your best to resolve it to his or her satisfaction.

3. Measure your customer service. Have you ever seen one of those "How Am I Driving? Call 1-800 …" bumper stickers on a truck? That idea shouldn’t apply only to truck drivers. There are a variety of cost-effective tools available to measure the sentiment of your customers. You need visibility into these everyday transactions, especially if you aren’t on-site during each customer interaction.

4. Invest in social media. If you aren’t already tapping into the power of social media services, you need to start now. One negative review of your business from a disgruntled customer can quickly reach hundreds, thousands, or even millions of customers.

Joe Beninato
Founder and Chief Executive Officer
Tello Customer Service Ratings
Palo Alto, Calif.

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