The Management Blog
Tips & advice to help you improve your performance
No one likes speaking to an angry person, but this scenario is even more difficult to handle when the person is a client of yours.
This is a unique relationship where you have to tread very carefully to make sure the client is left happy, lest they take their business elsewhere. Learn More
Making improvements to customer service can provide many advantages to a business.
First, by offering a more helpful, faster and friendlier experience to customers, a company can benefit from higher sales, less returns and overall happier clients. Learn More
Customers are what make any business a success or a failure.
You may have the most innovative products or services, but without tailoring them to your clients, you will not make any sales. Learn More
If you are a leader in a larger business or public sector organisation then you are probably not dealing with external clients on a regular basis. It is therefore easy (once you have agreed with them) to leave the policing of your customer service standards to other people. Here is the danger when you do that! Learn More
Many people who manage teams in customer service are aware of the need to display vision and customer focus in their businesses, but less people are able to apply this in the real-world atmosphere of the hot-house business.
To create a culture takes time and effort. And you can’t demand this quality service from people; they have to want to deliver it from their hearts, and that’s not an easy concept to transfer to people.
How do you know if you are offering excellent customer service? Most companies tell us they use focus groups, surveys, response cards, mystery shopping, etc, and all these are valuable to create an awareness of exactly hat you’re doing right and wrong.
But unless you use another, cheaper, closer-to-home method, you might be missing a trick.
Chances are, whether you have direct client contact or not, you and your team members are providing some sort of customer service. You may not be dealing with outside clients, but in almost every situation you have some sort of internal client (another team, accounting, human resources, etc). Regardless of who your client may be, you need to have the customer service skills necessary to make your customers happy.
But how do you offer great customer service, from a management standpoint?
The happier your team members, the more their attitudes will rub off on their customer interactions – guaranteed.