“Within the last 24 hours, I had the best and worst customer service experiences from two different businesses. I want to make sure my customers receive the best service possible all the time. In your opinion, what does that really take?”

June 16 2009 - Syracuse Post Standard

Tracy:
When I was a teenager I worked at Friendly’s Restaurant. Our manager wanted the store to win the “best Friendly’s in the country” award. The honor was based on excellent customer service. We were told every customer we served could be a corporate representative rating us.
Our manager demanded excellence. He trained us in the exact practices, policies, and behavior he expected so we could win the award. We learned to approach every customer like they were the most important customer, to deliver exceptional service and products, and to be “friendly” in the face of any problems. We won the contest and I walked away with an approach to customer service I never forgot.
As the leader of your company, you must create, demonstrate, and train your employees in a corporate customer service policy focused on excellence. They must clearly understand your expectations and be trained and monitored in delivering that policy. It requires your leadership vision and a strong management plan.

Julie:
It boils down to never forgetting that you’re there for your customer’s convenience, not your own, and being as easy as possible to do business with.
Creating and documenting a set of systems helps ensure that your customers are receiving a positive, consistent experience every time; it shouldn’t be left to the whims of any individual. Think about how to improve your customer’s experience, and then make it easy for your staff to accomplish it. While I am a big believer in systems, I also think its key to empower your staff to handle problems when they come up, even if it means working outside the normal parameters.
People are so busy they really appreciate companies that are easy to work with. If you have a brick and mortar location, be easy to find, have adequate parking and be meticulous about what your customers see, hear and smell when they get there. If you’re internet based, your site should be easy to navigate and simple to order from.

Theresa:
Customers want consistency, reliability and a quick response to their needs. To instill this in your staff is to first model the behavior, then train your staff so that customer service is predictable, and lastly empower your staff to think outside the box when it comes to meeting the needs of the customer.
Don’t ever overlook your lowest paid employees; these are usually the ones that come in contact with your customers first. Value them, treat them with respect, share information with them and supply the tools they will need to do their job. All of these steps help ensure quality customer service.
Do not overlook the mistakes that are made in regards to customer service. Own up to it, apologize and make it right – even if this means you lose money in the end. You will be respected more for taking care of the problem and owning it in the end. --