FIVE Magazine YB - VOL2 - Page 23

Turn Upset People into Satisfied Customers Building Customer Service in your Business Take action. Start at the top. Quickly focus on the solution as you don’t want to let an upset customer wallow in his/her emotions. Try to offer two options so the customer can pick what works best for him/ her. Remember teamwork. “We’re going to get to the bottom of this now.” As a small business owner, practice what you preach. Open up to new ideas. Impressed with another business’s customer service? Ask the owner for input on your ideas and initiatives. Offer to follow up. Ask the customer if you can call or e-mail at a later point to make sure the solution worked. Arrange a time. Thank the customer. Bringing the issue to your attention allows you to resolve it. You have successfully made him/her feel a good choice has been made remaining with your company. Include the employees in the process. Ask employees to regularly share great experiences they’ve had as customers and give suggestions on how your company can do similar things. Give employees more tools. what’s most important to customers. They are better able to share those details internally and focus on those aspects. Allow employees some flexibility to resolve issues. The more knowledge they have at their fingertips, the less likely they’ll pass customers on to someone else. Be a listening post. Encourage everyone in the organization to share candid feedback they’ve heard from customers so you can adapt to changing needs and improve service. Hire for attitude, train for aptitude. Happy people make others happy. Don’t make the mistake that many business owners make. Understand that customer service isn’t a department; it’s an attitude. n If possible, provide opportunities for employees to visit your customers. Let them see how customers use your products and services to see VOLUME 1 - ISSUE 2 | yourBusiness Online 23