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 difficult 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 that includes customer
There are three main goals you need to consider:
1. You need to make it easy for your customers to do business with you. You can do this
by offering advertised discounts, kiosks, your website, and other technology-based
programs to help them shop.
2. Doing business with you needs to be a warm and pleasant experience. Your staff
has to be knowledgeable, approachable, warm and patient. Your customers
need to feel like they are getting a good value for their time and money.
Perceived value goes beyond the price of the products and extends to their
3. Change your mindset and ask yourself “How can I NOT afford to do these
things?” If you want to gain loyal high quality paying customers.
This shouldn’t be a question of expenses but making and keeping happy
With these thoughts in mind, take these 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 implementing.
• Know when if ever, that you can ignore what your customers want.
• Continuously focus on your goals to support / help your existing and new customers or clients.
Now you 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 and resources we have available
can help you define the wants and needs of your
company in relation to customer service.