The Best Handful of Tips 25 –
Improving Your Customer Services
Modern management practices concentrate on improving staff performance. We should hear more about satisfying our customers and improving our services to them.
The five best ways to improve your services and acquire new customers
Make the time to talk to customers
Greet them in a friendly manner, if possible by name. Be patient and chat about day to day interests. Show an interest in their family activities. “How is young Willy doing at football these days?”
Win their confidence before you start to discuss their requests and the services you can offer.
It’s the users of your products and services who will determine your success.
Be fully aware of the characteristics and the qualities of your products and services so you can advise people with confidence and honesty.
Build customer loyalty
It is the ability to deliver a consistently high quality service every time that brings customers back. You must give a better service than the competition.
Be generous with special offers and services for loyal customers. Make them feel special.
Listen carefully to customers who complain
Be available when the customer needs you. They will tell you what needs to be improved or changed.
Follow up complaints fast and say what actions you will be taking. Tell them you value their opinion and say you are grateful for their recommendations.
The cheapest form of advertising is word of mouth
Customers who have had good experiences with your organisation, or with your products, will recommend it to friends and colleagues. Customers tell more people about bad experiences than about good ones.
It’s the ability to deliver a consistently high quality service that brings customers back so train staff well in good customer relations and in the qualities of your products and services.
“To succeed, satisfy customers’ needs.”
Source: “Secrets for New Managers” first published by Moss Associates Ltd., New Zealand (www//mossassociates.co.nz) and Cengage Learning Asia, Singapore. Also available as an e-book from Amazon.com and from the VitalSource Bookshelf.