Saturday, October 3, 2009

Target Audience

Small businesses which interact face to face with their customers are my primary target audiences, such as grocery stores, banks, and retail stores.  As I shop at these businesses, I tend to automatically evaluate the customer service provided to me because of my background in customer service. 

These are a few suggestions I would have for the clerks, tellers and checkers:

  • Look at your customer (you would be surprised at how many don't do this!)
  • SMILE!
  • Greet your customer
  • Say "Please" and "Thank You". (common courtesies)
  • Show genuine interest in assisting your customer
  • Have a short, personal interaction
  • Conduct yourself in a professional, courteous manner
Actions which I have observed that do not result in Excellent Customer Service:

  • Checkers talking with the Baggers and ignoring their customers
  • Rudeness
  • Sullen expressions
  • Seeming to be too busy to spend time with the customer
  • Having personal reading material in view, such as novels
Most of the above actions may be only perceptions of your customer; however, customer perception is what needs to be impacted in order to provide Excellent Customer Service!

Tuesday, September 22, 2009

One of my clients recently posed the following issues: 1) How does a local, small business compete with an Internet company? and 2) in this economy, so many customers attempt to get a discounted price from a small business owner, when they would never do this with a large, box retailer. How do I provide good customer service in these situations?

1) I too have begun to purchase items over the Internet - sometimes with great success and other times with great frustration! A local, small business can compete by providing the personal service the Internet companies can not. Recently, I had a problem with a purchase and called the company's help desk. I spoke with 4 different CSR's - none of whom spoke understandable English! I was so frustrated when I finally completed the call, that I determined to complain to the company and suggest they move their call center back to the good ole USA!

Also, if a customer needs to return an item, the process is much more involved with an Internet company than a local business.

The key is to educate your customers. Let them know what you can do for them that the Internet companies can not do. Make this a part of your advertising campaign!

The old adage "The Customer Is Always Right", is totally wrong! It should be "The Customer Is Always The Customer"! Which is very true. However, when a customer contacts your office or business with a complaint or problem, they may not have all the information they need, or may have a misconception regarding an offering, or product.

Some businesses, such as the utility companies I've worked with, have constraints relative to charges and billing that can not be changed; however, there may be other ways to handle the complaint which will give the customer satisfaction. Giving the customer complete, accurate information helps them to understand all sides of the issue. I've used this statement many times, "Here's what I can do for you". This takes the focus off what I was unable to do, or why I couldn't do what the customer wanted me to do for them.

Regardless of whether you can give the customer exactly what they are asking for, always treat them with the respect they deserve, just because they are a fellow human being. Isn't that the way you want to be treated when you're a customer?

2) When dealing with a customer who is asking for a discount, several things need to be taken into consideration. First of all, do you know for a fact that your prices are competitive? If not, find out what others are charging. The prices should be fair and allow you to make a fair profit also. Show the paperwork to the customer, showing them your cost and your markup, telling them that you know they would agree that you should be able to make a fair profit.

When customers feel they are being given complete, accurate information, they are more likely to agree with you. Also, how much business does this customer do with you? Do they refer other customers to your business? Give a reasonable discount if you think it would be advantageous to your business dealings with this particular customer. However, the bottom line is you must make a profit to stay in business. Everyone would have to agree with this.

Sunday, September 20, 2009

Services Offered

For those of you in the Central Arkansas area, I offer the following services:

  • In House Consultation/Evaluation
  • Group Training (Day/Evening)
  • Reference Material
  • Follow-Up Evaluation
  • Management Training

Please contact me via e-mail for cost quotes and availability: lakenorrel@yahoo.com

Real Life Customer Service

Welcome to the first installment of articles relating to Real Life Customer Service! What do I mean by Real Life Customer Service? Think about each interaction you have with business folks on a day by day basis - the checker at the grocery store, the bank teller, the counter person at the dry cleaners and so on.

For years, I have used these type examples in training sessions for Customer Service Representatives - examples we all encounter all the time. And I ask them - "How do you want to be treated" during these interactions? That is what real life customer service is about - and the answers to this question are also the key to providing the quality of service any business owner (large or small) wants to/should provide to their valuable customers.

I will be calling on my experience of working in customer service for the past 30 years, as well as personal experiences in my daily life to provide you with information which you can use to create, improve and provide the best service possible to each one of your individual customers.

In the business environment of today, what is the one factor that will set your business apart from the competition? I would suggest it is Excellent Customer Service. Yes, the product is very important - quality, quantity and availability. However, you usually have a competitor who can provide a similar product. The one thing you and your employees can provide - differently - is the unique experience your customers have when they do business with you!

I'm looking forward to providing examples and suggestions on ways to achieve just that in any and all businesses - should you so desire.

Carolyn
The Customer Service Guru