Two sides of customer service
Businesses and their customers
By Kim Miller
What does customer service really mean? Basically it is the way business staff respond to a customer who walks into your place of business. A customer should be made to feel like they are your ONLY customer. If you are busy with another customer or you are on the phone or the computer, at least acknowledge your costumer who has just entered your business.
It's all about being professional, knowledgeable, courteous, and helping customers in a timely manner. Doing all this will help your business capture market share, increase profits, and retain customers.
Now on the other side of the coin, if you are a customer, sometimes you need to show some patience. Most businesses are proud of their knowledgeable staff. Most can answer questions from the simplest to the most complex. But when calling a business, please be patient. While you are the most important customer at that moment, there may be many more customers than there are staff at that time, either on the other line or standing at the checkout counter. Basic kindness will go a long way. It may mean the difference between an associate saying, "I'm sorry, I can't help you," and "Let me call my manager and see what I might be able to do." Last but not least, most businesses do want to hear if there is a problem; if you have one, tell them about it.
Customer service should be the focus for local businesses wanting to keep shoppers in town.
Here are the 4 Cs of Customer Service that every business owner, manager and staff should adopt:
Concern
Sincerely care about your customers' complete satisfaction, and convey that caring in all your interactions with customers. Not only is this doing the right thing, it's also doing the smart thing: After all, customers' satisfaction and continued business can definitely impact YOUR job security.
Consideration
In today's bustling business environment, customers relish good, old-fashioned courtesy and genuine kindness. Even when you're tired or stressed, act as though you were feeling energetic and cheerful. Your customers will appreciate your efforts.
Conscientiousness
Always do what you promised in a timely manner. This is essential to earning customers' trust, and that trust is the key to gaining repeat business.
Cooperation
If one of your co-workers needs a hand in order to provide excellent service, roll up your sleeves and help out--even if you know your co-worker may get all the credit afterward. It doesn't matter who gets the glory; what does matter is whether or not the customers' needs are met completely.
Do you shop out of town because you can't find the products and services you desire or because of what you consider to be poor customer service or do you just want a day out of town? Call me to chat about this at 604 485-4051. Positive stories are welcome.
