Customer Service Policy Geared For Excellence

One unhappy customer will tell the world about inferior service whereas a contented customer rarely tells a soul. Your problem as a enterprise owner is to create a buzz so constructive about your services and products that your purchasers and customers will turn out to be your raving followers and can tell the world about you!
Your lesson for right this moment is to put pen to paper and write a rock strong customer support coverage for your business. This policy should state explicitly how you’ll treat your customers at each and every turn. By answering the next questions, you will have lined the basics of your customer support program.
Are you ready?

1. Who’s your buyer, and what are you doing to get to know him or her on a personal level?
Examples: Customer profile cards
One worker assigned to following the wins and wows of your clients
A bulletin board celebrating the occasions in the lives of your clients
2. What’s your return policy, and how are clients handled when they return an item?
Use the identical courtesy you used when a customer bought an item.
3. What’s your policy for returning cellphone calls and eMails?
Clients usually desire a response inside 24 hours, and this coverage must be stated and posted.
4. How does everyone in your company reply the telephone?
Folks want a cheerful voice in your end of the telephone. In addition they don’t want a busy signal when they call.
5. What is your coverage for dealing with prospects during a wait?
Individuals love special treatment. Use this time to roll out the crimson carpet by providing a cup of coffee, a soda, or a glass of glowing water.
6. What is your coverage for coaching employees on how to serve your customers?
Spend one hour, two times per month, educating your workers on tips on how to treat your customers. This treatment may make or break your relationship with your customers.
7. What’s your coverage for coping with distributors and their products?
Your vendors are part of your company, and the standard and care, which you request from them in your prospects, must be exceptional. Remember…if your distributors are not offering you with excellent customer service, your purchasers/clients will suffer.
8. For those who provide a guarantee or warranty, are you honoring this?
In case your buyer is aware of that your services or products is guaranteed but there are too many loopholes that make this null and void, you’ll lose trust along with your buyers.
9. Who is your benchmark?
Benchmarking is the continual process of measuring products, providers, and business practices of your organization towards the toughest and best competition in your industry. Your benchmark will be anyone and does not must be restricted to your native region. What is the best company in your field doing that you are not doing or that you are able to do higher?
10. What’s your coverage for dealing with customer complaints?
People don’t need excuses from you concerning poor service. They want assist, they usually want words that are empathetic similar to “I can tell you’re disappointed. I’m so very sorry. Let me see if I might help you out of this jam.” If a buyer thinks there’s a problem, there is a problem. A customer is at all times proper even when he or she is wrong.
11. What’s your delivery policy (in the event you ship merchandise).
Folks need quick delivery, they usually want their product delivered in impeccable condition. Work this out on paper and be ready to tell a customer with confidence that she or he will obtain the product shortly and in great shape!
12. How do you retain a consumer up to date when an merchandise is on backorder?
Hold the traces of communication open by sending frequent updates on the status of a buyer’s wait.
13. What are your hours of operation?
This seems easy, but it is extremely important. People need to know when you’re open and if you find yourself closed. Submit these in your web site and add them to your voice mail greeting.
14. What are the 20 ways in which you add value to your customers?
Do you supply non-public gross sales? Do you offer reductions to present customers? Do you invite your prospects in to pattern new services earlier than the general public will get a peek? Do your best to give you a minimum of 20 ways in which you add worth to your providers, and deliver these with an exquisite angle? Do you offer a child’s corner, Valet parking, a Concierge service, or one thing that makes your prospects go WOW? Suppose creatively on this question, and give you at the very least 20 ways you add worth to the life of your buyers. This may very well be one thing as simple as particular cleaning soap in the restrooms or the most present choice of magazines in your waiting area.
15. How usually do you employ buyer satisfaction surveys to improve your corporation?
Surveys are a good way to search out out what’s on the minds of your customers. On Day 76, we might be asking you to develop a customer survey, so start desirous about what it is that you just need to know that may improve the effectiveness of your company.
© Copyright 2004 by Alicia Smith

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