In an entrepreneurial setting, there's a good possibility that no one has specific responsibility for managing customer service. And in a post at her Conversation Agent blog, Valeria Maltoni says this is only one of the reasons your level of customer service might not make the grade. Here's a sampling of her advice for getting straight-As:
Don't do all the talking. Maltoni's recalls her grandmother's saying: "We have two ears and one mouth for a reason. They are meant to be used proportionally." Listen to your customers; don't tell them what you think.
Act on the feedback you receive. Don't get defensive if customers criticize your product or service—instead, use the input to implement ongoing improvements.
Give your customer service team the resources they need. According to Maltoni, a department with proper staffing and funding gives you the best return on investment. "[G]ood service means you retain more customers," she explains. "Acquiring new customers costs more."
Empower them to take control. Make sure your frontline staff is ready and able to resolve complaints. And remember that they have some of the best intel in the company, so ask them lots of questions.
The Po!nt: "It does you no good to spend millions in advertising when customers find you difficult to deal with," writes Maltoni. "A good experience is one of the best investments in your brand."
Source: Conversation Agent. Click here for the post.
Subscribe to Get to the Point: Small Business today
