You or your staff’s ability to master customer service skills is an absolute must. Just as easily as good customer service can be an asset, poor or bad customer service can quickly become a liability any small or mid-size business can not afford to have. Providing great customer service takes time and effort to develop. As a business owner, you need to invest time in creating a solid customer service policy that your employees can embrace and follow. And, employees need to be trained in providing it and motivated to continue providing it.
Customer service goes beyond using the phrases “Please,” “thank you,” and “we’re sorry about the inconvenience, ” — though these simple but powerful words can definitely go a long way in creating customer good will. Customer service is listening to what the customer is telling you and not responding with an answer that does not match the problem they have because you just don’t want to deal with an irrate customer.
It’s about fulfilling your obligations and promises to the customer. If you promised a job would be completed by Tuesday. It should. If you promised to always have a particular product in stock, then you should. If you guaranteed delivery by a specific date, then it should be there. It may sound like common sense, but you would be surprised at how even these basic tenants are often not met when it comes to customer service.
Never take great customer service for granted. It may seem even harder to do given the demands and stress of the holidays. Yet, no matter how trite it may sound, without customers you have no business.
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