Customer service is the core of any good good or bad business. You will either make a good impression or you will lose that customer. This will determine your sales or services profit for the day. Creating and enabling that sales person to do the job accurately and swiftly will guarantee the return of that customer. Do your best to train employees and managers with proper skills, they should never have to say I don’t know or I need to as my boss to answer a question for the customer.
It’s a question of value. Few of us would question the quality of a Rolls Royce car. But to the ordinary person it represents poor value. Value is determined by the customer. Technological advancement and quality matter only if they constitute value to the customer. Telus customer service permits you to enhance value.
Reward Referrals. There is nothing as fine as a personal referral from an existing customer to a totally new contact. Just make sure you reward your customer for offering up that referral. Perhaps a nice gift or discount on their next order? Again, get creative and you will have more and more referrals to go after. You may also get a referral from the same company, but a different division. You are now working with Company X in two different divisions boosting your ROI. But don’t forget that reward!!
It is also very important for you to make your website totally error free. This is also part of your customer services. When someone tells you that there is something wrong on your site, you will need to fix it as soon as possible.
Step Two: Create a Customer Service Video or two that walks your clients through your service process. Also create videos for your employees and new hires. Again, this will reduce the burden and cost of training new hires and increase the knowledge of existing employees.
Feeling a little embarrassed and reluctant to tell him how horrible it was, I said, “It was okay but not something I would order again.” The owner became very interested and asked me to give him more specifics. I explained that the sauce was too tangy and there was not enough cheese or pepperoni on the pizza _ even though I ordered double of both items. He asked me to give his pizza one more try, but this time it would be free of charge. I accepted.
Acknowledge failure when it happens and provide solutions. I know some companies will not do that for the fear of a dreaded lawsuit. Yet people are fallible, products fail, and mistakes happen. Most customers just want the acknowledgement that something went wrong and are looking for solutions. They have made an investment of wealth and emotion to buy your product – help them when it fails.
So, it turns out that Pizza Hut and K-Mart really do have something to teach us about customer service in IT after all. How did you learn customer service? What does it mean to you?