In most small businesses and service organizations, employees operate on the front lines of customer service, directly interfacing with the customer. They are the official company representative for your business. They are the smiling face and friendly voice your customer sees and hears first.One of the best examples of this is the wait staff in a restaurant. Everyone knows if they received good service — or not, although some customers come in with their troubles of the day, or expectations that may never been met by any human effort. Regardless of how they arrive at the dining establishment, a professional, service-minded staff will seek to allay those troubles and provide a satisfactory dining experience for their patrons.
Key elements of excellent customer service:
- Knows the product inside and out. If never experienced personally, is attuned to customer feedback to advise accordingly.
- Builds relationships and a loyal following by a strong bond with the customer, forged through good communication skills, empathy for others and by placing the customer as their number one concern.
- Knows how to help solve problems as they arise; while adeptly aware how and when to upsell, as appropriate.
- Makes doing business or receiving the product or service “easy” for the customer. Takes a proactive approach to serving the customer, by applying the leeway given to them to “make it right,” providing a satisfactory shopping or dining experience.
Customer Service and how the customer is treated on behalf of your business or establishment is important any time, but especially when business isn’t so great — wouldn’t you agree?
Keeping the business coming to you in the form of loyal customers is far easier and much less expensive in the long-run, than having to constantly develop new business and attract new customers on an ongoing basis.
Gracie ‘Gets it.’ Do you?
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- The Celebrity Experience: Insider Secrets to Red-Carpet Customer Service
- The Key to Perceived “Value” and 3 Steps to Getting More Business
- Employees Communicate Your Business Message, Too