At one point in life, you undoubtedly have been a victim of poor customer service. Perhaps it was a curt and unhelpful telephone call, or maybe a grumpy restaurant server. Of course, no one likes to stand in a slow line at the Post Office with live workers who appear to operate like robots. All of these situations are a great learning experience of what not to do for your customers.
Exceptional customer service is like attracting bees to honey. The better your treat your customers and clients, the more likely they will return to do business with you. But how do you ensure that your employees provide that top-tier level service? Here are a few tips.
Demonstrate Exceptional Customer Service
The buck always stops at the top. Just like children learn from observing their parents, your workers will likely model their service after your example. That makes it your responsibility to be the prime example and exude the service level you expect from your employees.
This holds true for both internal and external customers. Yes, though you are the boss, your employees are also your customers when you ask them for a report, an inventory, or even a cup of coffee. Be sure to treat them with the utmost respect, and it will turn around for your customers.
Outline Performance Standards
You must let your employees know what you expect. Tell them your standards, and explain to them precisely how a particular situation should be handled. Keep in mind to remind them to always smile, acknowledge customers in line, make eye contact, and be empathetic with customer complaints.
Give Incentives
Employees like to be acknowledged too. Right after you observe an excellent customer service action, be sure to acknowledge it in some way. It could be as simple as praise, a public acknowledgement in front of other staff, or perhaps a small gift card for coffee. Positive reinforcement will be the incentive to continue doing the right thing.
Ongoing Training
Don’t skimp on the professional development. Encourage employees to take community college courses in customer service. At least once a year, you should hire a professional trainer to come in and perform customer service training for your entire staff.
Phenomenal customer service can indeed be achieved, as long as you know how to start the momentum internally.
