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Customer service is a 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!
There are three secrets to good customer service; the first one we’re going to conquer is knowing exactly what YOU want.
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:
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.
· Share your customer service vision with the rest of your staff.
· Connect your incentive programs and bonuses directly to customer service.
· Monitor the level of customer service your staff is putting out.
· Know when you can ignore what your customers want.
· Continuously focus on your goals.
You now know what you can start thinking about 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.