By Kyla Organ, BHS Sophomore
“Customer Service is an attitude, NOT a department.” – Mo Hardy
With more ways to contact a business than ever before; whether it’s by phone, websites, email, social media, or even in person, costumers are looking for more responsive businesses. Quality of customer service has increased over the years and what was then known as an competitive advantage, is now a necessity. Research shows that over two-thirds of customers who stop using businesses do so because they find the service staff unhelpful, while 55% would pay more to guarantee good service. The real question is, what is customer service?
Customer Service is the assistance and advice provided by a company to those people who buy or use its products or services. The best ways to implement customer policies in businesses is to learn about your customer’s needs, identify your top 3 significant customer service issues, and to create open minded surveys and focus groups.
First, in order to implement customer service policies, we have to understand the needs of our consumers for even contacting us! Your customer service policy should be tailored solely to your customer’s needs. If you listen to what your customers want, most likely you’ll find out what those needs are. For unorganized and unstructured business owners, develop almost a systematic process in order to achieve the way you see fit to help consumer’s needs.
Next, to understand your top 3 customer service issues within your business. Identify your main reasons for why your customers are complaining in the first place. The best tip to help get rid of these problems is to try taking notes on what happened and to better yourself next time so that way you can increase satisfaction between your consumers. For example, if an issue occurred between you and consumers, takes some notes about what had happened for the issue to even begin with. Ask yourself questions and also reflect on your behavior and take liability for the actions handled
Finally. to create open mind surveys and focus groups. With doing these sorts of promotions, it can help better understand what your consumers expect within their experience during customer service hotlines. Within doing these surveys and focus groups, your goal should be to gather useful information rather than just having positive feedback. When doing surveys and focus groups, here are some tips to remember. Ask open ended questions that leans towards feedback, use online survey sites and professional firms to better understand what you need to ask consumers, and also use online surveys to gather information in real time.You need to know what your customers need today, not two months ago. The best way to do this is to use a self-serve or full-service online system to gather customer feedback.
For a real word example, we’ll have a persona. Take Tom. Tom is starting out as a new business owner who sells t shirts and so far business has been going great. As of recent, Tom has been getting some complaints that customer service has been rough. Employees not knowing how to help customers, customers complaining about wrong packages etc. Tom is starting to worry that this may affect his business. So to help with this issue, Tom takes matters into his own hands and follows the 3 steps of methods. First, Tom researched and found out what is trending in the marketplace and used his research to implement that into his new and improved customer service section. Next, Tom did some digging into the complaints and issues going wrong before his new customer service policy and took into consideration what had occurred on his behalf by taking full responsibility, helping consumers solve issues regarding price, packaging etc., and finally, did many surveys and focus groups to help better the new policy. Tom was very surprised to learn that the customers were willing to buy more for quality, being that customer service is the “Key to Success.” Tom took all those methods and made a new policy that has dramatically increased sales and Tom is even branding for a new product! Congrats Tom!
Just like Tom did, using these 3 methods are awesome ways to implement customer service policies in your businesses. With using the 3 m’s, it will help you grow and learn knowledge as well. When consumers feel comfortable and worthy of giving you their time, they will not only have customer loyalty but will also recommend and come back. I hope these tools have helped you and good luck my fellow marketers!