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Good to Great Customer Service

A heart wrenching thing happened the other day. I received a direct mail prompt from an online retailer. The card stated they were having a sale on a variety of items. I quickly logged on to my computer and went to their site. The site seemed to be down! Possibly because of the popularity they spawned from the mailers sent. I called a customer service line and they had no idea when the site would be back up and there was no alternate method of purchasing items (as through an offline catalogue). Needless to say, I was very disappointed and I felt the retailer was showing obvious signs of neglected customer service.

Your customers are your lifeblood. Customer service is a continuous process. Learn, implement, and then revise good practices. You can never get enough information on the topic. Consider the following suggestions in regards to your customer service.

Can you handle it?

Promotions are great ways to reward current customers and to attract new consumers. The promotion will not go over well with any population if your company and its affiliates do not have the resources to handle components of the promotion.

All you can do

All people are different. This is why your company must leverage all marketing vehicles to inform and attract as many clients as possible. If you are not researching your target market and finding out the best areas to market your products and services, then you are losing out on potential customers and sales.

Also, being ‘visible’ in more areas helps brand your business. It has been surveyed that it takes multiple exposures in order for customers to recognize your brand and for them to think of you when in need of specific products and services.

Take advantage of connecting

Every interaction with a customer is a chance to solidify their allegiance and propel them to spread good word-of-mouth about your company. Train your staff to realize the potential behind these golden moments. Whether it is through telephone, email, or face-to-face contact, your staff must realize their roles in connecting with current and potential customers. All consumers want personalized service. This makes them feel that a company sees them as an individual and not just one of many – they want to be recognized and not lost in the crowd.

Be consistent

Surprise parties are good, but surprise customer service does not go over so well. Customer service needs to be consistent. Customers come to expect certain elements about your business. This makes them feel comfortable and plays a part in their decision to spend their money with you. Customer service serves as the gatekeeper to your business and many times is the most salient and consecutive reflection on your company; a business cannot afford to underachieve in any areas without feeling the repercussions of inconsistency.

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