In today’s world, customer service is of great importance in everything we do, and as such, it should be approached and handled carefully. Client support and services in person and online matter and should be tailored to the needs of your clients. When starting the initial engagement we may use templates, but they should not be our guide in every …
People want to be heard and appreciated
People have an innate desire to be respected, heard, understood and appreciated. Once they reach out to those of us in customer service (READ: we are all in customer service) they want to feel that their concerns and problems are important to us, that we will take them seriously and be of assistance to them. Even when we are not …
We are all in customer service
No matter what you do, what your title or position says, part of your responsibilities is customer service. In order to create organizational culture where everyone is on the same page and provides consistent level of quality to clients (both internal and external) each team member must understand that their interactions with customers matter. All of us must embrace this …
Customer service counts
Customer service counts in all industries more than ever. Bad experiences get shared across networks fairly quickly and poor customer service can significantly decrease your market share and profitability even if your product is superior to those of your competitors. Focus your attention on your clients, hire and train all staff with a customer-centric approach in mind as it will …
Can’t win them all
While you may have the best intentions in mind and are able to demonstrate your highest levels of quality, at times, some people may still not be completely satisfied. I say this not to suggest that you should give up on improving your services and products or that you should give up on trying to reach those individuals and address …
Be honest with your service providers
Please be honest with your service providers. No matter what happened to a particular piece of equipment or a product we need to have as many facts as possible up front in order to provide adequate services and support. There’s no reason to be ashamed or embarrassed as chances are that your story is not the worst we have heard …
Periodically reassess performance and customer service
It is extremely valuable to have a pulse on what is happening with your clients, your partners, your suppliers so that you can readjust and act accordingly. Knowing what they think and have experienced with you and your staff is of great value in moving forward and establishing trust in those relationships. This is why a periodic reassessment of both …
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