Customers , customer satisfaction and retention should drive all other facets of a company . The relevant cost of acquiring a new customer is high . Marketing , advertising and other functions utilized to attract new customers are expensive and require a period of time to work successfully . Many prospects do not become new customers until perhaps the 7th or 8th exposure to the company ' s marketing efforts . Customer service then , is the cost of retaining that customer . Customer retention should be a driving force behind the successful operations of every company . It simply makes good business sense to keep that new customer as well as those repeat customers . How often is a new customer " soured " because of a perception of poor attitude or lack of caring on the part of an employee ? Depending on the type of business operation , companies must embrace developing superior customer service in a variety of modes . In a small retail or food establishment , where minimum-wage workers are often employed , this is difficult . One area that is destined to improve how customers are treated is for the owner of the company to treat their employees fairly , with respect and with a receptive attitude concerning their ideas . This attitude and practice will spillover and the end customers will often be treated in the same manner . The mid-size and large companies must provide specific training for all employees , especially for those with any direct contact with customers . Employees must be cognoscente of what is expected by their employer , the importance of their dealings with the customers and how the implementation of these policies directly impacts their own success and employment . Simply stated , if there are no customers , there is no need for their job . Place yourself in your customers ' shoes . That should be easy since we are all customers sometimes , no matter what we do for a living . How do you like to be treated ? Do you want to be forgotten ? Do you feel that the company you do business with should value you and your business ? Do you appreciate little " extras " that are not always necessary but pleasant and beneficial ? When you are pleased with your treatment from a firm , are you happy to make recommendations to your family and friends about dealing there ? Learn to transfer these answers into the way you treat your customers . The golden rule applies . Human nature , being what it is , is the common thread among us all . We all want to be treated fairly , confirmed of the value we bring and have a sense that others care about us . We are all other people ! In many ways , regardless of ethnicity , religion or background , we all want the same things . Remember this fact and do your part to offer superior customer service by performing your duties in a manner reflective of the way you also wish to be treated . Your success is guaranteed . If this attitude is encouraged in every department in every company , customer service will never be a department , but rather the attitude or mindset of the company . As the sum of its internal parts , the firm will reflect this mindset guaranteeing superior customer service and previously unheard of customer retention .
There are many employees in the workforce who have brilliant customer service skills but for a number of reasons find themselves being held back and therefore not being given the opportunity to reach their potential . For example , the reason could be because of a restrictive job description , managerial incompetence or a lack of communication between staff and management . In some companies it can sometimes be an advantage to have an innovative and enthusiastic employee who has the necessary customer service skills and know-how to boost sales figures through superior performance .
It can therefore be beneficial for businesses to encourage and not hinder energetic employees who are results orientated so they can increase turnover and sales through the use of superior customer service skills . One effective method SMEs can introduce is to hold regular staff meetings so employees can be encouraged to make suggestions and provide input into how
sales and services can be improved or enhanced . By collectively discussing and working out better ways of doing things can have a beneficial spin-off by motivating and valuing employees who may have had an input in the decision making process .
By empowering exceptional employees with a can-do attitude to make decisions and be selfmanaging , a business is able to tap into different ways of doing things and explore new opportunities for the business that may not have been considered at managerial level . It can also be a good initiative for businesses to introduce an incentive scheme to reward employees who have displayed exceptional customer service skills that may have for example increased sales turnover or enhanced the company ’ s reputation . Alternatively , small tangible rewards from management such as shopping vouchers or thank-you cards can sometimes be enough to express gratitude for a job well done . To conclude , SMEs therefore need to ensure their key employees who exhibit efficient customer service skills are encouraged , rewarded and kept motivated so they can continue to produce superior performance for their business .
If you need any help in that area , let us know and we will be glad to perform a customer service assessment and suggest ways in which you can truly delight your customers every time . � Is customer service a department in your company ? � Is customer service simply the title of an order entry department ? � Is customer service an empty shell , long on rhetoric but short on delivery ?
� Does the term customer service actually mean anything , or is it a leftover expression from an era of days gone by
Send us an email or call us at info @ atmconsulting . co . za or 073 150 7724