The majority of business-owners would likely agree with the fact that possessing excellent support services is probably the ideal way to make your popularity and make your company. Actually, I would personally move as far as to express it is important, and also the quality of customer support is the most important thing which brings people back to your company, or shoves them away. Having said that, a lot of company owners often overlook a part of the challenge in terms of customer support, and the consequences can be disastrous. The piece of the problem is not really your employees, but the services you have which come into exposure to your customers.
This is what I am talking about.
A while ago I needed to give a present to a buddy, and that i decided a variety of wines would be best. And so i found a web-based retail store and bought. Every thing was very easy. There was an excellent collection of wines, the purchasing procedure was simple, and also the seller gave you a tracking code to determine where exactly your package was and when it could be mailed.
The wine got here quickly - within just 48 hrs - and every thing was great other than a single tiny thing. One of the wine bottles, and it happened to be the priciest, had been shattered. It was not the fault of the wine merchant, but the courier, who must have dropped the case. And there is the truly amazing lesson in relation to customer support, since it isn't merely the service you provide, but the service provided by any person you employ to work within your company.
3 ways to providing fantastic customer satisfaction
1. Receive feedback from your customers. Almost all customers will offer feedback, particularly if anything fails. However, not always, and perhaps these folks will inform others, and may also critically damage your standing. Therefore encourage feedback, specifically feedback about poor goods, since that then provides you with the opportunity to put things perfect, and in addition stop the condition from occurring again.
2. Frequently examine the quality of work of your sub-contractors. If somebody else does work on your behalf, confirm they are generating top-quality work. It's all too easy to believe that things are all Alright, when a sub-contractor could possibly be creating a significant mess of things, and leading to issues you won't have any idea about.
3. Be responsible for your employees, including your sub-contractors. If your sub-contractor does a problem, ensure you put it right, and take responsibility as if these folks were your own staff. There is nothing a consumer hates more than a company that attempts to pass the money for awful service. Assume responsibility, and you stand out as being the good guy, and incredibly improve your reputation.
There is a lot more to giving great customer service, but by simply following these 3 basic rules, you're going to get it mostly right, and that is often sufficient for most. Ultimately, it is all about taking accountability for each part of your business, and ensuring that quality is high right overall. Accomplish that, and you will then never need to fear your competitors or be worried about your prospects heading someplace else.
This is what I am talking about.
A while ago I needed to give a present to a buddy, and that i decided a variety of wines would be best. And so i found a web-based retail store and bought. Every thing was very easy. There was an excellent collection of wines, the purchasing procedure was simple, and also the seller gave you a tracking code to determine where exactly your package was and when it could be mailed.
The wine got here quickly - within just 48 hrs - and every thing was great other than a single tiny thing. One of the wine bottles, and it happened to be the priciest, had been shattered. It was not the fault of the wine merchant, but the courier, who must have dropped the case. And there is the truly amazing lesson in relation to customer support, since it isn't merely the service you provide, but the service provided by any person you employ to work within your company.
3 ways to providing fantastic customer satisfaction
1. Receive feedback from your customers. Almost all customers will offer feedback, particularly if anything fails. However, not always, and perhaps these folks will inform others, and may also critically damage your standing. Therefore encourage feedback, specifically feedback about poor goods, since that then provides you with the opportunity to put things perfect, and in addition stop the condition from occurring again.
2. Frequently examine the quality of work of your sub-contractors. If somebody else does work on your behalf, confirm they are generating top-quality work. It's all too easy to believe that things are all Alright, when a sub-contractor could possibly be creating a significant mess of things, and leading to issues you won't have any idea about.
3. Be responsible for your employees, including your sub-contractors. If your sub-contractor does a problem, ensure you put it right, and take responsibility as if these folks were your own staff. There is nothing a consumer hates more than a company that attempts to pass the money for awful service. Assume responsibility, and you stand out as being the good guy, and incredibly improve your reputation.
There is a lot more to giving great customer service, but by simply following these 3 basic rules, you're going to get it mostly right, and that is often sufficient for most. Ultimately, it is all about taking accountability for each part of your business, and ensuring that quality is high right overall. Accomplish that, and you will then never need to fear your competitors or be worried about your prospects heading someplace else.
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