Does profitability depend on good customer service? – Here are ways to improve customer service in your business

Devan Moonsamy??

Customer service has a huge impact on the way in which a business makes its profits. If customers are happy in a business, they will tell others about it. By word-of-mouth information will spread of the joy they had doing business with your organisation. This will result in the organisation reaping profits as a result of new and existing business.?

As much as this is a full proof method to ensure profitability, it is also an aspect of the business that is often overlooked. Every person has at some point experienced poor customer service. Whether it was a staff member that was rude and obnoxious or a manager that didn’t care about their request, bad customer service is the reason people swear of doing business with certain organisations.?

Good customer service is something that can be learnt. It is necessary for any business to experience profits and it is the only thing that can ensure repeat customers. When an organisation has staff that are knowledgeable on customer well-being and ensuring they meet the customer’s needs, they will be the first choice for a customer to go to even if it means going out of their way to get to you.?

Never underestimate the power of good customer service. It is one of the factors that will tie a customer to your store. The reason for this is that they might have come to the store just to purchase a product that meets their needs. But having received excellent customer service will ensure that no matter where they might be, they would want to come back to your store and get the products to meet their need because of the service they received.?

Even though customer service is essential in a business, there are still scores of businesses who are falling flat when it comes to serving up good customer service. This has an impact on their profits and it could also be the reason for their staff feeling demotivated and frustrated in the office.?

Here are 5 ways to implement in your office now to improve the customer service:?

• The first step would be to understand your customer’s needs. Ensure that you know exactly what your customer needs. Listen to their requests and try to provide alternative when the request they have is something you can’t meet. Remember to provide expected time of arrivals for the product and even the alternative if it isn’t available.?
• Ensure your staff is aware of the service standards you have. This means sending staff on training and ensuring that they have adequate knowledge on how to perform excellently. Things like offering alternatives, up-selling and ensuring the customer leaves the store satisfied must be prioritised. Customer service training can also be the key to take your staff from being good sales reps, to ensuring they become repeat sales reps for your customers.?
• If it helps, personalise your customer service. Get your team to be innovative and come up with new and improved methods to enhance your service. If it means complementary coffee or even a relaxed waiting area, this can add the wow factor to ensure the customer leaves the store feeling satisfied with the personalised service. This exclusivity will have them raving to their friends.?
• Customer feedback is a great help. Improve the system you have to receive customer feedback. It’s time to hear what the customers would like to be done differently. If you are struggling to get customer feedback add an incentive to it. Give customer’s rewards for providing honest feedback. In fact, get your staff to call up their trusted clients and ask them to send through any improvement suggestions. This will show your customer’s that you value their input and you want to enhance your service to give them the best.?

Devan Moonsamy is the CEO of?ICHAF Training Institute, a South African Corporate Training Provider & National Learning Institute. He?is the author of?Racism, Classism, Sexism, And The Other ISMs That Divide Us, AND My Leadership Legacy Journal available from the ICHAF Training Institute.?

The ICHAF Training Institute offers SETA-approved training in business skills, computer use, and soft skills. Devan specialises in conflict and diversity management, and regularly conducts seminars on these issues for corporates. To book a seminar with Devan or for other training courses, please use the contact details below.

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Tel: 011 262 2461 | 083?303 9159 |

Email:?[email protected] [email protected]?|?

Website:?www.ichaftraining.co.za |??www.devan-moonsamy.com