Shhh... I Have a Secret
Gerard Carpenter
I help Solopreneurs get Clarity on the key attributes for business success. Will YOU be next? Check out my "ABOUT" section below. 50+ yrs Business Experience. You can catch me playing golf when I’m not on LinkedIn!
Customer service is a pretty hot topic and can make or break your business. Consumers have little patience for lousy customer service and easily get tired of waiting in long lines, trying to get a live person on the line, going through an interrogation to return something or trying to communicate through a language barrier.
If you provide them with a simple, efficient, pleasant experience they will revisit your business over and over. More importantly, they will tell everyone they know!
There are three secrets to good customer service, the first one we’re going to conquer is knowing exactly what YOU want.
You are the captain of the ship and the visionary for the future of your business, so you need to have a clearly defined plan for your business and that includes customer service. There are three main goals you need to consider:
- It needs to be easy for your customers to do business with you. You can do this with advertised discounts, kiosks, your website and other technology based programs to help them shop.
- Doing business with you needs to be a warm and pleasant experience. Your staff has to be knowledgeable, approachable, warm and patient. Your customers need to feel like they are getting a good value for their time and money. Perceived value goes beyond the price of the products and extends to their shopping experience.
- Change your mind set and ask yourself “How can I NOT afford to do these things?” This shouldn’t be a question of expenses, but making and keep happy customers.
Which these thoughts in mind you also need to take a few things into consideration when deciding on the actual programs and standards you’ll put into place.
- Share your customer service vision with the rest of your staff.
- Connect your incentive programs and bonuses directly to customer service.
- Monitor the level of customer service your staff is putting out.
- Know when you can ignore what your customers want.
- Continuously focus on your goals.
Now, that you know what you want you can starting thinking about how to meet those wants and create a positive customer service experience.
If you’re having a hard time deciding on what you want, the tools, resources and coaches in our GUIDED TOUR can help you define the wants and needs of your company in relation to customer service.
If you want to know more, Click HERE.
Head of Delivery at The Expert Project
3 年Great topic, completely agree with your post, Gerard!
| Leadership and Management for Operations & Business |
3 年Absolutely agree. If you have the right knowledge of the processes and your capabilities in your role, promises can be made and kept. I've always found that a can-do attitude helps to learn these things and, therefore, deliver for your customers. Why? Because you can!
?? Poodl Blockchain the New Technology for Passive Income & Charity | Expert in Exponential Coaching, Scaling Strategies, & Crypto Expert?? ?? Entrepreneur | Exponential Coach | Author | AI & Marketing Specialist ??
3 年Very well said. I just would like to add the importance of becoming an Authority in our Niche and the best to solve a specific problem or pain point of our target audience. This way all our efforts with Customer Service will be more effective
Embark on a transformative journey towards personal growth, resilience, and a fulfilling life free from the constraints of outdated behavior patterns.
3 年This is helpful! Thanks for sharing this! Gerard Carpenter