Improve Customer Service

In any business, service is the most important act. Customer Service is the determining factor that enables a business to shine. The spirit of good Customer Service is good targeting. Customer Service is more than just giving the customer what they want. It is also giving them what they need.

To win a customer, you’ve got to know this customer better than any competitor,” Your goal is to make sure that customers can get the information they want quickly and easily. Every company, large and small, has various thoughts about pleasing customers faster, better, and cheaper than their competitors. Becoming an efficient sales person is very important, having a commitment and dedication for treating customers well; however, honesty can also Improves Customer Service. You need to figure it out what are the particular needs of customers, when they need it and how they want to get it. That is just a basic part of good customer service today.

A good Customer Service is what brings the consumers and customers back in businesses. Customer service isn’t just a job, but it is a team game in the business world that entrepreneurs and employees have to master in order to attract more customers. It is a key element to win over customers and attain success over the competition. A good Customer Service system obtains more customers through word-of-mouth advertising.We live in a customer-centered market economy; hence build your business around customer satisfaction. The success of education system and the rise of internet, the customer have access to so much information that was unavailable to them in the past, which resulted in the customer the power to choose. People are emotional, and they can be satisfied only as the result of their interactions with other people.

Everyone in the organizations is committed to treating customers well. A good customer service agent can have a tremendous impact on a businesses success ratio. The reputation of your business lies upon the hands of the customer service agent. The agent handles a query or complaint affects how that person perceives your businesses performance. With this customer service you are sure to have more satisfied customers, more referrals and definitely a more profitable business.

Turning Customer Service Inside Out

How Poor Internal Customer Service Negatively Impacts External Customers

While companies focus thousands of dollars on external customer service in hopes of wooing and retaining customers, little attention is being paid to the effect poor internal customer service has on customer satisfaction. It all starts within your organization! Sooner or later the ripple effect reaches your customers. To really walk your service talk, make sure your commitment to internal customer service matches your company’s external focus on customer care.

When we think of customer service we think of staff serving customers over a counter or over the phone. But customer service occurs within your organization as well. How well is your staff serving its internal customers: other departments, its management, vendors and consultants?

Believe it or not, it all counts. Internal customer service refers to service directed to others within your organization. It refers to your level of responsiveness, quality, communication, teamwork and morale.

I define Internal Customer Service as effectively serving other departments within your organization. How well are you providing other departments with service, products or information to help them do their jobs? How well are you listening to and understanding their concerns? How well are you solving problems for each other to help your organization succeed?

Teaming with Success
How well do you work with other departments? Does your Marketing department communicate well with the Legal department? Does Fulfillment relate well with Shipping and Receiving? Do Catering and Facilities work well together? When it’s time to communicate with others from different departments do you take a deep breath, or smile and relish a chance to renew contact with colleagues from elsewhere in the company?

As a manager I once joined a publishing company and found myself in the midst of a war between departments. Production resented Editorial for the way they missed deadlines and delivered shoddy copy. Conversely, Editorial had little respect for the resulting manuscripts they received back from Production, full of errors and oversights. Poor teamwork, poor communication and myopic thinking had led to a hardening of positions over time. They each cared about the finished product but were putting pressure on each other without realizing it. It took time, but eventually both groups came to appreciate each other and how to best work together to achieve win-wins for the greater good of their customers.

Do you relish or dread committee work with other departments? Does it seem their aims are contrary to your department’s? When other departments contact you for help do you regard it as a nuisance, a distraction and a drain of your valuable time? Can you see the greater good that comes from helping them solve their problems or fulfill their needs?

You can take pride in opportunities to help other departments look good. Obviously, you don’t want their success to come at your expense. Usually helping others doesn’t mean you lose a zero-sum game, where only one of you can win and helping others hurts you. In most instances helping other departments leads to a win-win situation. And what goes around usually comes around. Helping other departments succeed can help yours too when the roles are reversed.

Up with People
Good internal customer service starts with good morale within your group. Are your people happy? Do they feel good about themselves and their contributions to the goals of the department and to the company at large? They should, and effort should be made to help them do so. Happy employees are productive, and customers take note. Happy employees are also better team players. Will you fly the airline whose employees are striking with management, or the airline whose employees are management? Employees invested in employee stock purchasing plans with matching contributions see themselves as much more a part of the company. Thus, as the company goes, so do they go.

When I fly out of Oakland Airport I use an outlying parking lot and shuttle van. This shuttle is shared by employees from Southwest Airlines, coming to work or returning to their cars after their shifts. I’ve found them as happy and upbeat when they’re starting their shifts as when they’re finishing their shifts. That’s great morale, and tells me they like their jobs. It’s contagious! Sometimes I’m envious on that shuttle when I know I’ll be checking in at a competitor’s ticket counter.

Who’s On Top?
Many organizational charts employ an inverted pyramid with customers at top. Some companies instead put their employees at the top. In many senses, the employees are management’s customers. Corporate values that emphasize treating employees well translate to good customer care too. Does your organization value its people? Invariably, companies that care about their people can better ask their people to care about their customers.

Catering to Customer Service Needs
Here are five tips for your organization to help strengthen its internal customer service orientation.

1.Employees should never complain within earshot of customers. It gives them the impression your company isn’t well run, shaking their confidence in you.

2.Employees should never complain to customers about other department’s employees. Who wants to patronize a company whose people don’t get along with each other.

3.Employees at every level should strive to build bridges between departments. This can be done through cross training, joint picnics, parties or offsites, or creative gatherings, as well as day-to-day niceties.

4.Utilize post mortems after joint projects so everyone can learn from the experience. Fences can be mended and new understandings gleaned when everyone reviews what went right…or wrong. By doing do after the project the immediate pressure is off, yet stronger bonds can be forged while the experience is fresh in peoples’ minds. Not doing so can result in lingering animosities that will exacerbate future collaborations.

5.Consider letting your employees become “Customer for a Day” to experience firsthand what your customers experience when doing business with you.

Congratulations on turning customer service inside out! By improving internal customer service you have just enhanced the customer service your external customers receive. You’re walking your talk regarding customer service. Touch.

Customer Service Course At Its Simplest

Come to think of it, there is no industry that does not involve customer service; reason why this course was created to help entrepreneurs and employees to understand customer service and its importance.

Customer service is a process whereby a representative of a company provides services or products to a customer in a satisfying manner. Undergoing a course on customer service can drastically change the direction your business is going. It increases customer satisfaction and in the long run yields customer loyalty.

Customer service can occur practically anywhere. The following are just some of the examples:
Personal or face to face
Telephone
Order-taking
Complaint handling
Bills, payments, documents
Online and/or via email

This customer service course aims to give you a quick run-through on how to improve customer service skills. First, one must understand that no amount of course on customer service can teach the following:
Attitude � having the right attitude is something innate, something that makes up the whole personality of the person.
Commitment � as an entrepreneur, you can’t force an employee to be committed to the job. It must come from within.
Happiness � this trait depends on the person and when you are happy, everything else that’s good follows. You have a positive disposition in life.

Let’s discuss a few simple steps on how to improve customer service.
Smile � an act as such gives a feeling of satisfaction to the customers. Most likely, customers will have an impression that the establishment has good customer service.
Know the customer’s name � customers appreciate it when their name is mentioned by a company representative. It somehow gives the feeling of personalized customer service
Be courteous
Ask for feedback � this way, a customer feels that his/her opinions matter.

A basic customer service course usually includes:
Definition of customer service
Forms of customer service
Achieving excellent customer service
How to deal with different types of customers
How to improve listening skills
Responding skills
Developing personal action steps to improve customer handling

A good customer service course must be personalized according to needs of the participants. They also must learn techniques on how to handle different tricky situations. Another point to be tackled in a good customer service course is to relate to different types of customers and different communication styles. It’s also beneficial to teach non-verbal cues that are ideal as well as how to read the customers’ body language. More often than not, body language speaks more than words. It would also be very helpful that a course on customer service can teach the participants how to empathize with the customers so they can gain the customers’ confidence. Excellent customer service is simple as long you know the basics and you have the passion to achieve it. Without that passion or commitment, you can never succeed in anything in any industry.