Last month we wrote a blog on “Customer Service”. This is one of the most important aspects of business and should not be taken lightly. The funny thing about customer service is that you can spend very little money and get a huge return. Most of the things you can do to improve customer service are free! In this world of social media and information moving at the speed of light, we need to recognize that little efforts can go a long way. I recently found this article on inc.com which should give you some pretty nifty ideas on how to take customer service to the next level…without spending any money!!!!! Check it out
I recently read a well publicized article outlining the best and worst customer service companies in America. It was shocking to see the names at the bottom of the list were still very popular, and profitable organizations. How can this be?
The term customer service has been severely misused over the past decade. We mistake “servicing the customer”, with ” customer service”. As consumers we have lowered our standards and will give almost any company our money because we have learned to accept subpar service. This lowering of standards has bleed its way to small business as well. We see time after time the absence of complete and proper service training from our small business clients. Ultimately, this is often where we begin our process of maximizing return and “working with what you already have”. Many will blame this shift in service on an under educated, under-skilled, and under paid workforce. We disagree…
First, small business owners tend to completely ignore this topic, and assume their employees are well equipped to offer exceptional service. Second, our corporate clients tend to deliver a broad, canned, watered down, message on the ” importance of good service”. It’s simply taken for granted…
The experience of SquareBall Marketing has lead us to believe that Customer service is absent because it is no longer viewed as a critical pilar in a business model. However, we believe it is, now more than ever. As our culture continues to exploit the Internet by making it easier for us to communicate, a bad customer service experience will go viral in minutes. We know this to be true because there are companies whose sole function is to clean up on-line reviews for thousands of companies. Think about it…leave us a comment!!!
Have you received exceptional customer service lately?
Customer service is one of the most neglected aspects of small business operations. The level of service we have come to expect has severely declined from recent years. It is our opinion that customer service training priorities have decreased while more cost cutting and cut-throat sales techniques have been introduced. The key that wins customers from a competitor is great customer service. Every step of the customer experience is another opportunity to make a impact. Bad or status quo customer service is something we come to expect and have prepared for as consumers.
Think about this, your at the mall window shopping with the intent not to purchase anything. When you walk into a store the clerk says “is there anything I can help you find today?” Your response is trained and well rehearsed, ” no, I’m just looking”. The mistake here is that the clerk has been trained that if they ask that particular question they are exhibiting good customer service. While this may be acceptable, it will not win you customers.
In today’s competitive times we must dig deeper, the root of bad customer service is simply unhappy employees. No matter the job they may hold, there is opportunity for your employees to be happy at work. Happy employees will naturally yield high customer service scores which will automatically win customers over. It does not always take a complicated approach to solve a complex issue, ask yourself, are my employees happy? If you struggle with the answer contact SquareBall Marketing for tips on increasing employee morale!