Good customer service is essential for any business, but especially so for smaller businesses that use service as their competitive edge. How can your business provide such great service? Here are three important things to keep in mind:
- Your employee experience becomes your customer experience. Great customer care begins with your culture. When your employees have a great internal experience, it will be echoed in how they treat your customers. When your team is educated on company values, goals, and mission, you will have a cohesive approach to customer service, which becomes a powerful part of your brand.
- View customer satisfaction as an investment. Small business owners worry about the expense of replacing an item or otherwise meeting a customer's needs, but that's not what should influence your policies. Instead, consider the long-term value of providing exemplary service. Every expense involved in meeting a customer's needs is an investment in your future success.
- Empower your employees. When a customer calls for help, they don't want to hear about your restrictive policy. Nor do they want to be passed along to someone else, or wait days for the answers they seek. Give your employees the power to meet your customers' needs. Also, hire employees whose personality fits in your culture and reflects your company's values.
Published on: Apr 5, 2019