Are you not amazed with everyday customer service failures? Or have you become immune to them accepting them as the norm? These daily acts of inferior customer care, are loosing company’s billions of dollars annually. They are hemorrhaging customers.
With the cost and time invested in creating new customers you certainly wont want to loose your investment. So sharpen up in your customer care and stem the out flows.
Here are some ideas to help you:
- Hire the right fit – You cant hire people who don’t care.
- Train your people in customer excellence – Let your training be world class. Anything less is wasteful.
- Ensure that your customer care processes are expedient
- Product specialists – Ensure that every staff member who is client facing knows the product to the point of being able to perform “open heart surgery” in her sleep because she knows her product so well.
- Incentivize excellence – Catch your staff dazzling your customers and make a noise about about it. Offer them time off, or a “Star Award Trophy”, or tickets to the next live concert in town etc.
- Say “Thank You” – Send a physical personalized “thank you” note to your customers by snail mail after the call or inquiry. It goes a long way…
- Time is money – So drop everything else and fix it…NOW. It does wonders for your business credibility, it reduces call backs and it becomes a pleasant, easy win as opposed to a long drawn out problem.
- Observe trends and fix your blockages – Business processes can sometimes be disabling to customer delivery where stalling or errors occur. Stop to fix them.
- Reporting – Keep tracking your progress to the goal – less calls in, means less cost to you and more satisfied customers.
- Keep improving – commit to keeping your customers, whatever it takes.
As a consumer we are quick to complain. I challenge you to be quicker to compliment. When you are blown away by awesome, inspired customer services, tell someone. Start with the person, then their manager, go home and tell your friends and family, write on your blog etc. This act as insignificant as it seems can become a cultural penetration and shift…that mediocre is nothing, exceptional is everything.
I’m your coach and partner in success
Vinesh Maharaj
LIKE, SHARE & COMMENT Please!
Vinesh Maharaj: Your coach and partner in success 
Thanks for another wonderful post. The place else could anybody get that
kind of information in such a perfect manner of writing?
I have a presentation subsequent week, and I am at the search for such information.