The Secret of Successful Customer Service by:Greg Hamlyn
The product or service is always associated with the manufacturer or the person who endorses it
. So whenever a problem or a concern arises, customers tend to blame them. No matter how good a product or a service is, problems and complaints are inevitable. To prepare for such problems, you should have a good customer service to back you up. To meet the demands of your customers, you should have a good team of customer reps with adequate leadership skills.
For the many customers who want to complain about a certain product or service, they often think that they are already talking to the owner or the company that owns it. Whether the company is big or small, it will still need customer service in order to maintain its regular customers. Your company should focus in offering user-friendly products/services and the same time, your customer reps should also be friendly.
Customer service involves intangibles like interpersonal skills, honesty, and integrity. Such intangibles serve as deal breakers to handle customer complaints effectively. Modern customers have a lot of options available at their disposal but most of them are shy to voice out their opinions. Oftentimes, their concerns and grunts are left unaddressed but they will share their unpleasant experience with other people; thereby ruining your company or business. Word of mouth is easily passed on with the use of the internet through social sites, email, etc. Unsatisfied customers also tend to voice out their concerns in online forums.
For customers, loyalty to a certain product or company is lost or earned through intangible and tangible components. Because of the stringent competition in the market, customers are always looking for great deals and prices.
When problems arise, it should be addressed quickly. The organization should set friendly policies for handling customer complaints. Another thing to consider is the attitude of the customer representatives. You cant put an arrogant, impatient, and self righteous individual in the customer service because you will lose a lot of customers. Picking the right staff is vital to ensure a satisfied consumer base. Repeat customers are well-cared for by effective customer reps that are polite, patient, calm, friendly, reasonable, and possess leadership skills.
If you currently dont have a service for handling customer complaints, you should organize it right away or else your organization will suffer greatly from negative feedbacks given by unsatisfied customers. Make sure that you hire only the qualified individuals who were able to meet the pre-determined requirements. After thorough screening, you can now train them. The customer reps staff should have sufficient quality training from a competent and experienced trainer. Try to have a separate uniform for the customer reps so that they are easily identified.
Leadership teams should also be organized so that they can be divided into shifts to provide 24/7 service. Monitor the performance of the team regularly so that you can check if the members are doing well in their job. This is necessary to ensure that youre not losing customers.
About the author
Greg Hamlyn, the proud owner of the website
http://www.Plumberscoaching.com has created a range of coaching programs, books, videos and education tools including the world's first and only on-line business coaching programs exclusively developed for Trade Businesses, Owners and Contractors.
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