Professional Documents
Culture Documents
Customer service isn’t just about being courteous to your customers – it’s a vital element of business
operations that can impact your bottom line and affect how your company is viewed in the public eye.
Several high-profile companies have been in the news of late, finding themselves in the spotlight because
of poor customer service policies. The good news is, it’s relatively simple to implement a customer service
improvement plan that keeps your business on top.
Tip
Customers frequently share their opinions of businesses online and through social media, which
means even one wrong move or perceived slight – especially one caught on camera – can spread
quickly and damage your business. In addition to providing high-quality service, monitor what’s being
said about your business online so you can quickly address and resolve any complaints as they arise.
Implement service policies that address every conceivable aspect of the customer experience. This
includes how quickly your phone is answered or your website or email questions responded to, how many
cashiers you have on busy days, how generous your return or exchange policy is, and how you handle
irate customers. Put yourself in your customer’s shoes and brainstorm every potential scenario your
specific business could encounter, and then develop customer-friendly ways to address them. Involve your
staffers in the process – you’ll get fresh ideas as well as buy-in to the customer service concept.
Hire well
When you interview candidates, ask them what quality customer service means to them. Pose
sticky customer scenarios and ask them how they would respond to the situation. This gives you
an idea of whether the people you hire for your front lines will represent your business in a way
you find acceptable.
Train your employees on customer service policies. Role-playing works well with one staffer
acting as the customer and another as the staffer. Moderate the session to offer your take on what
the role-players did right and where they can improve. Make customer service training an ongoing
part of your company’s professional development program so that staffers are continually urged to
up their games.