From finance recruitment and IT based services to local corner shops and 5 star hotels, good customer service is vital to any business. Happy customers remain loyal, pass on recommendations and provide a steady income – all of which are paramount to the successful running of any company.
Whilst it is impossible to keep everyone happy all the time, there are certain steps you can take to ensure that you are always putting your customers first and offering the best service possible.
Engage with your customers
Communicating regularly with your customers helps you to understand their changing needs, gives them peace of mind that you can deliver what you have promised and also makes them feel valued. Making phone calls, sending emails and conducting client satisfaction surveys are all great ways of achieving this whilst helping you to stay ahead of the competition at the same time.
Obtaining customer feedback is great but if you don’t utilise the information, the whole process will have been pointless. For example, if you work in finance recruitment and your customers reveal that they want a more personal service, failing to offer this could lead to frustration on their part and chances are they will end up using one of your competitors.
Before researching exactly what your clients do and don’t want, ensure that you have the correct systems in place to enable your staff to cater for this. Also allow for flexibility because it is highly unlikely that all of your clients are going to want or need exactly the same things.
Hire good quality staff
Who you employ has a massive impact on your business because these people are ultimately the face of your company. Bearing this in mind, it is vital that your employees represent you in the best possible way not just when it comes to their abilities, but their attitudes as well. Whilst customers are undeniably looking for a company who will provide them with high quality products/services, any business that shows their employees are willing to go above and beyond customers’ expectations is likely to be very successful.
Motivate your staff
In order to find and retain the right employees, it’s very important to keep them motivated. Making them feel valued by involving them in decisions, trusting them with responsibilities and helping them to develop will ensure that they are giving you their all every day.
Hard working and motivated staff have a massive impact on your customers and the service they receive. For example, a business that specialises in finance recruitment is going to be much more likely to fill a job if the consultant they have working on the role is liaising closely with the client and is making an effort to ensure that they find the perfect person for the job.
Do you have any tips when it comes to offering great customer service? Let us know your thoughts below.