BBB Business Tip: Providing Excellent Customer Service
First impressions matter. A warm smile and a friendly greeting are an easy way to welcome someone to your place of business. When working with customers, it’s always important to remember this simple, but integral part of customer service.
The trust that’s established between a customer and a business is not only the foundation for a successful business transaction, but makes for a positive and ongoing business relationship. Customers continue to patronize businesses where they feel valued.
BBB offers the following tips and reminders for business owners and managers who want to provide high quality customer service.
Lead by example. As a business owner, the first step to ensuring high quality customer service is to set a positive tone in your workplace. Employees take their cues from management. Treat your employees fairly, professionally and respectfully, and make sure your managers interact with their staff in the same way. Your employees are often the face of your business and positive interactions with management will likely be reflected in how they interact with customers.
Always greet your customer with a warm welcome. When a customer comes to your business, make sure to offer them a friendly welcome. A warm welcome invites the customer to stay a while and encourages them to do business with you.
Go the extra mile. If a customer makes a request for something special, do everything you can to say yes. They will appreciate and remember your efforts.
Give the customer the benefit of the doubt. Whether it’s online or in person, customers will complain at some point during your business’ lifetime. Make sure you know how to handle even the most disgruntled complaint. Give your employees guidelines on what to say and how to act. Respond consistently and timely if the complaint is online. Outsiders will see and appreciate your attempt to resolve the problem, even if the disgruntled customer does not.
Seek out feedback. Ask your customers and fellow employees, “How are we doing?” Make an honest effort to resolve and execute any suggestions. Keeping customers and employees happy is the key to success for any business. Feedback allows for a great pat on the back and time to reflect on what needs to be changed.
For more business tips you can trust, visit www.bbb.org.
