Sure, being friendly and providing service with a smile is a good starting point. But it involves so much more. Great customer service is tied inextricably to knowing your customers, knowing what they expect, and then finding ways to exceed those expectations. It has been said that "good enough usually isn't" and nowhere is this more true than in customer service.
Customer service encompasses everything from formal programs for interacting with your customers to the training you provide to your employees to the attitude that permeates your business. While customer comment and follow up cards might be part of your formal program – and are quite easy to implement – training your employees (and maybe even yourself) to recognize what the customer really needs can help ensure that your customers keep coming back.
It's been popular to spout the maxim "The customer is always right" to your employees and call that your customer service program. The problem is that the customer is not always right, and your employees have surely experienced that. The truly Super Service Solution™ gives your employees the tools to be able to bring even those troublesome interactions – when the customer is just plain wrong – to a successful conclusion. Because even if they're not right, they're still the customer!
|
