CS//CUSTOMER SERVICE /

The changing face of Customer Service - Small business survival – Delivering consistent Customer Service

 

 

I am sure it has occurred too many that the face of customer service as we knew it has changed.  The question is – changed to what?  While the answer may vary, we know what was once the local store can now do business in the international market place.

Learning how to profitably survive in this new evolving business climate can be a slow process. This is where so many small businesses are floundering, and why many customer service practices do not live up expectations.

Adding to the dilemma is that the companies whose average customer service is costing them repeat business don’t realize the seriousness of the problem they are facing.  This is in spite of the fact they continue to run surveys and pile up tons of data that do not get to the root of the problem. 

Again, we come to the question – what is the problem?  What is changing the concept and redefining what customer service is?  Of course we know evolving technology is at the root of the problem - we hear this all the time.  However the basic question remains - how? 

We will be exploring this question in the weeks to come and hopefully find some useful information that you can apply.  While the big guys will survive, the issue is how small business is going to do the same. 

If anyone out there has some ideas to offer, we would love to hear them. Good customer service is the thin edge you need to survive these tough times.

Thanks for your interest.

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Clarity – Transparency – Empathy 

During a conversation with a friend, he complained about the quality of the cleaning his clothes were receiving from the cleaners he had been going to for years.  I asked him how long this had been happening and he said, “For some time.” 

Confused by his answer, I asked him why he continued to use them.  His answer: “I like them, they are very nice people.” 

In this simple statement sits the key to good customer service. You can have all the procedures down, plus the best of training, but good, consistent customer service will continue to elude you and your business unless this key concept is emotionally understood and implemented. 

“People do business with people they like.” 

This basic principle is the key that will grow your business faster than any other because it creates the framework for your customer service philosophy. 

The way we show people we like them is not only by treating them with civility and courtesy, but by making sure when they do business with us they receive value for the money they invest in our products. 

The cornerstone of all good customer service policy is:  Clarity – Transparency – Empathy.  When practiced consistently, your customer will always receive value. 

Till next time.........

Your comments are welcomed and appreciated.

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